OR1 Customer Success Manager

KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. The Customer Success Manager plays a critical role in managing the growth and effectiveness of Operating Room installation projects while ensuring world-class customer service and satisfaction.

Responsibilities:

• Engage with the sales team on proposal development and accurate estimating, as needed
• Collaborate monthly with sales to ensure alignment on all customer deliverables and prevent negative gross profit impact
• Support other business development needs for sales and marketing as needed by management
• Maintain expert competency in how the entire integration product portfolio integrates and functions
• Complete all trainings assigned through the OR1 training department, and pursue outside training opportunities to evolve technical expertise
• Demonstrate technical competency through successful installs with minimal service tickets during the warranty period, and low change orders per project relative to national standards
• Understand the basics of hospital construction, and maintain expert competency in cable management and termination
• Lead project planning sessions and manage project progress to ensure deadlines are met
• Manage relationships with clients and stakeholders throughout the project lifecycle
• Oversee all incoming and outgoing project documentation, and design risk mitigation plans for each project
• Deliver projects on time, within budget, and in line with national KPI standards for Customer Success
• Ensure customers experience a best-in-class installation, including clear, well-documented communication
• Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities, proactively soliciting and working to resolve negative feedback
• Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into lifelong advocates
• Deliver customer training in a timely, comprehensive manner, and confirm and document product utilization post-install

Requirements:

• 3–5 years of experience in consulting, project delivery, or project management
• 5–7 years of experience in a role requiring technical acumen in AV or IP
• Field-based project and program-level management experience
• A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or 5 years of experience with the preferred hard skills in place of a degree
• Willingness to travel up to 90%, with a good driving record
• Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position
• Demonstrated outstanding personal leadership and a true team-player mindset, with excellent interpersonal skills across internal and external executives
• Intellectual curiosity and creativity in developing new approaches to improve the customer experience
• A sense of urgency and healthy impatience with the status quo
• Comfort operating in ambiguous or high-stress situations
• Track record of working collaboratively in a matrixed environment and driving project/process improvement
• Excellent, proven communication and organizational skills, with the ability to multitask effectively
• Highest standards of ethical behavior
• Knowledge and experience in the medical device and/or healthcare marketplace is a plus
• Holistic understanding of cable terminations and handling (cable pull, solder, crimp, compression, and punch-down connections for audio, video, network, control, and power devices) is a plus
• Holistic understanding of cable media (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus
• Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders is a plus