Manager, Customer Success Utilization Manager - East - Military veterans preferred

I. Job Purpose and Core Tasks

The Manager, Customer Success Utilization plays a critical role in: 1) managing overall customer satisfaction of installations 2) driving effective customer utilization of specific technology products post go live., within their respective regions 3) delivering a world class customer experience for large Video/OR1 projects as well as software utilization at defined accounts. The Manager, Customer Success Utilization reports to the Surgical Sales Executive Director.

The Manager, Customer Success Utilization will play the lead regional role in ensuring timely and accurate Operating Room installations, with hyper focus on customer success and satisfaction. This position is also responsible for developing and enhancing the skillsets and capabilities of utilization customer success resources so that they adequately meet or exceed the market's requirements. Additionally, the Manager, Utilization Customer Success Managers will work to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best in class experience.

Excellence in managing a team that is expected to deliver on the following Performance Support:

Responsibility

Description

Sales / Sales-Mkt Support

• Support the post -installation process to ensure customer success and effective execution of customer deliverables
• Collaborate horizontally with regular documented frequency

Technical Experts

• Expert competency in the intricacies of how the ENTIRE post go live experience for customers relative to large Video/OR1 projects and utilization of software products.
• Understand the basics of hospital operating room and clinic workflow processes as it relates to Video/OR1/SW product lines sold by KSEA.
• Expert competency in utilization of Video/OR1/SW product lines sold in the operating room and clinic.

People Development

• Identify and build the appropriate skills and capabilities to meet current and future client needs while maintaining a stable employee base

On-time,

On-budget, and Profitable Installations

• Plan and deliver all product installations on-time and within customer expectation guidelines; while delivering an exceptional customer experience

Customer Satisfaction

• Ensure customers experience a best in class post install go live, which includes best in class documented communication

Customer Success

• Ensure customers understand, utilize, and leverage products purchased bringing to life the VALUE of their installation, post deployment responsibility in creating customers for life

Responsibilities in Detail

People and Team Development:

• Develop a team of best in class customer support managers.
• Identify needed talent to support current and future needs of the business.
• Define training and development needs.
• Annually assign training programs for the team that develop their competencies as Customer Success Utilization Managers.
• Manage, coach and provide leadership to team to drive behavior consistent with excellent levels of customer service and support for all levels of customer engagement.
• Refine Process Maps for Installation protocol as needed.
• Refine templates as required for effective customer communication to customer pre/during and post installation/implementation for hardware and software products.
• Manage performance metrics for CSUM execution on process maps for each installation.
• Manage performance metrics for CSUM execution on providing proper written follow ups based on process map timing of written. communications to the customer via CSUM daily, weekly and monthly template documents.

Sales / Sales-Mkt Support:

• Create a culture of support during post-sales installation and implementation process.
• Create a culture of horizontal collaboration with sales, , including cross selling expansion opportunities and customer dynamics required for successful installation,as needed.
• Drive monthly collaboration with sales to ensure alignment on all customer deliverables to prevent a negative customer experience at the time of installation and post go live.
• Support other business development needs for sales and marketing as needed by management including assisting with sales support to close the sale.
• Plan and organize regional targets, objectives and goals to ultimately assist company with driving revenue expansion and software product expansion in territories deployed.
• Provide significant input into development of regional growth strategies pertaining to relevant regions, accounts and health systems.

Technical Experts:

• Support the technical development of the Utilization Customer Success team.
• Manage, engage and have an understanding of internal department input required for customer problem solving. situations.Demonstrate technical competencies by serving as an expert resource for the Utilization Customer Success team.
• Engage in outside training opportunities that allow for evolution oftechnical expertise of self and the team.

Collaborate with HR for all people related support needs:

• Working within company policies, assess performance levels of personnel and provide appropriate mentoring to grow each individual's capabilities while also managing poor performers.
• Provide ongoing coaching and mentoring to managers and staff.
• Create a culture that is aligned with the core values of KARL STORZ.

Customer Satisfaction:

• Drive and audit process improvements that ultimately impact customer satisfaction.
• Manage accountability within the team to process improvements supporting future growth.
• Ensure KARL STORZ maintains it's #1 ranking in Customer Satisfaction.

Customer Success:

• Turn customers into raving fans.
• Create a post install feedback loop between the Utilization Customer Success Manager and the Customer, audit delivery.
• Confirm customer product utilization post-install. Document utilization and provide feedback to customer to drive the value. experienced by the customer with our Video/OR1 and SW products.

II. Minimum Knowledge, Education, and Skill Requirements

Required

Minimum years of relevant work experience:

• A minimum of 5-7 years in OR/Video/Integration Sales or Service roles in the Operating Room.
• A minimum of 5-7 years in role requiring strong technical acumen.
• Proven experience in developing and manging a remote team.
• Field based project and program level management experience.
• Comfort in ambiguous or high stress situations.
• Track record of working collaboratively in a matrix-ed environment.
• Track record in project / process improvement.
• Knowledge and experience in the medical device and/or healthcare marketplace preferred.

Minimum education, certifications and/or credentials:

• A Bachelor's degree showing technical aptitude is required or a Bachelor's degree plus 3 years of operating room or technical sales experience, or additional years of experience with required work experience.

Minimum soft skill requirements:

• Demonstrated outstanding personal leadership.
• Demonstrated pattern of intellectual curiosity.
• Creativity in the development of new approaches to improving the customer experience.
• A true team player with excellent interpersonal skills and the ability to work with executives both within the company, its partners, and its clients.
• A sense of urgency and impatience with the status quo.
• Excellent communication and organizational skills, proven.
• Highest standards of ethical behavior.
• Excellent at multitasking.
• Willingness to travel 50%.

Preferred hard skill requirements:

• Holistic understanding of Operation room process specific to utilization of Video & Integration during surgery.
• Possess knowledge in fundamental understanding of operating room protocol and common procedures including being able to effectively educate customer on product IFU's.

III. Essential Function

Has contact with:

• CSUM staff daily,
• Surgical OR1 Area Directors daily,
• Region Sales Managers, IDN Managers and Field Associates as required,

Physical requirement/Demands:

• Work in and around hospital personnel, sensitive medical equipment, and patients.
• Must work safely within the compliance parameters provided by each customer (hospital, health system).

IV. Core Requirements

• Degree of accountability: High
• Degree of decision making: High
• Financial/Budgetary: No
• Safety: This is a safety sensitive job.
• Quality: Adhere to KSEA OR1 Quality Requirements
• Supervision: 5-10
• Authority to Sign (not applicable for North America):
• Travel: Good driving record; Up to 50% travel during the year throughout the US, Canada and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers. Must reside in approved geographic location for travel ease.

#LI-AA1

Your Benefits

• Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
• 3 weeks vacation, 11 holidays plus paid sick time*
• Up to 8 weeks of 100% paid company parental leave**
• 401(k) retirement savings plan providing a match of 60% of the employee's first 6% contribution (up to IRS limits)
• Section 125 Flexible Spending Accounts
• Life, STD, LTD & LTC Insurance
• We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
• Fitness reimbursement of up to $200 annually
• Employee referral program of up to $2,000 per hire
• And much more!

*Field sales, internships, and part-time employees are not eligible except where required by state law.
Non-employees, including temporary workers and consultants, are not eligible to participate in the KARL STORZ benefits program.
**To include, maternal/paternal leave, adoption, and fostering of a child.

KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employees must comply will all applicable KARL STORZ policies and procedures.

Credentialing requirements at KARL STORZ

KARL STORZ is committed to maintaining a safe work environment for our employees and customers. Most field-based roles at KARL STORZ require hospital credentialing/health screens as a condition of employment. Credentialing can include required vaccinations, health screens & other requirements as outlined by our customers. During the interview process, we encourage you to ask how credentialing/health screens may impact the role you are seeking and if you require any reasonable accommodations regarding these requirements.

Pay Transparency

The pay range and/or hourly pay rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job posting and may be modified in the future. When determining a specific team member's base salary and/or hourly pay rate, several factors will be considered including such things as location, specialty, service line, years of relevant experience, education, professional credentials, internal equity, and the amount budgeted for the role.

Equal Employment Opportunity & Reasonable Accommodation Statement

KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices, and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status, or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at taoperations@karlstorz.com.

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