National Manager, A/V Project Management and Customer Success - Multiple US locations

Job Purpose and Core Tasks

The National Manager, OR1 Customer Success plays a critical role in : 1) managing overall growth, effectiveness and profitability of Operation Room installation projects 2) building the organization's delivery competency in world class customer service.

The National Manager, OR1 Customer Success reports to the Associate Director, OR1 Operations.

The National Manager, OR1 Customer Success will play the lead 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 customer success resources so that they adequately meet or exceed the market's requirements.

Additionally, the National Manager, OR1 Customer Success will work to maintain continuous horizontal alignment with the installation and deployment verticals;

together OR1 will ensure a best in class experience.

Excellence in Customer Success

Responsibility

Description

Sales / Sales-Mkt Support

• Support the pre-sales process to ensure sales success and effective alignment of customer deliverables
• Collaborate horizontally with regular documented frequency

On-time,

On-budget, and Profitable Installations

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

Process Improvement

Identify, execute, and audit a customer success process change that positively impact on-time, on-budget, and profitable projects

Customer Satisfaction

Ensure customers experience a best in class installation, which includes best in class communication

Customer Success

Ensure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation

People Development

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

Responsibilities in Detail

Sales / Sales-Mkt Support

Create a culture of support during pre-sales process

Create a culture of horizontal collaboration with sales, including proposal development and proper estimating, as needed

Create a national standard of monthly collaboration with sales to ensure alignment on all customer deliverables to prevent negative GP impact

Support other business development needs for sales and marketing as needed by management

Process Improvement

Create a "Customer Success Centric" installation process as a national standard that includes best in class communication and auditable steps that can be reported on quarterly.

Create a national standard audit process to ensure that the Customer Success Centric installation process is followed. Metrics should be reported quarterly.

Key Metrics : Slide Rate, Site Walk Through Rate, Site Walk Through Timeliness, Customer Communication Milestones

• Customer Satisfaction
• Monitors, collects, and reports on customer feedback post installation for process improvement opportunities
• Create a national culture of customer partnership that is paramount for improved customer satisfaction and profitability
• Create a national culture of best in class communication that is audited
• Customer Success
• Turn customers into raving fans
• Work alongside of marketing and the training department to create customer facing training programs, audit delivery
• Create a post install feedback loop between the Customer Success Manager and the Customer, audit delivery

People Development

• Help 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 Managers.
• 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
• Lead by example, and create a culture of leading by example

Summary KPIs

This position will be measured on the following Key Performance Indicators (KPIs) :

Metric

Description

Revenue

Manage to meet or exceed assigned goals for revenue. Assigned annually.

Profitability

Support achievement of overall gross margin targets >

32% across all regions

Operational Process Improvement Metrics

• Project Slide Rate : National KPI Standard Set and Reported on Quarterly
• Re-define National Customer Success Process with Auditable Steps :
• KPIs to be Reported on Quarterly : Timeliness of Site Walk Through, Timeliness of Scrub, Timeliness of Horizontal Communication, Timeliness and Robustness of Customer Communication

Customer Satisfaction

Create a mechanism to collect customer feedback post every install, Customer feedback should be automated and reportable by Customer Success Manager quarterly

Customer Success

• Create a national standard for post-install training, with auditable confirmation of completions
• Create a national standard for 6 month post-install follow-up report for each install, with auditable confirmation of completions

Employee Development

• Create and Complete a Customer Success Training Program for Continued Education of Existing Customer Success Managers
• Create and Complete a Customer Success Training Program for new Customer Success Managers

Minimum Knowledge, Education, and Skill Requirements

Required

Minimum years of relevant work experience :

• A minimum of 10-15 years in consulting, project delivery, or project management
• Track record of growing a team of at least 20
• Field based project and program level management experience
• Recent 'customer experience' management experience
• Demonstrated 'customer success' 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 in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering or related degree is required.

Must meet hospital credentialing requirements.

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
• Highest standards of ethical behavior
• Excellent at multitasking
• Willingness to travel

Preferred hard skill requirements :

• Holistic understanding of Cable Terminations and handling : ability to perform cable pull, Solder, Crimp, Compression, and Punch-Down connections for audio, video, network, control, and power devices
• Holistic understanding of Cable Media : ability to distinguish Coax, Mini-Hi- Res, Copper, Multi-Conductor, CAT-5 / 6, and Fiber Optic Cabling
• Advanced knowledge in control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders

Essential Function

Has contact with :

Inside and outside the company staff

Physical requirement / Demands :

Work in and around hospital personnel, sensitive medical equipment, and patients.

Core Requirements

• Degree of accountability : High
• Degree of decision making : High
• Financial / Budgetary : Impact over national financial goals
• Safety : This is a safety sensitive job.
• Quality : Adhere to KSEA OR1 Quality Requirements
• Supervision : Supervises 40-50
• Authority to Sign (not applicable for North America) :
• Travel : Good driving record Up to 30% 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-NM1

MLOC

Eligible Employee 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; includes maternal / paternal leave, adoption, and fostering of a child.
• 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
• And much more!

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 [email protected].

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