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

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At KARL STORZ, we take pride in helping patients through some of the toughest journeys of their lives. We are making contributions that matter.

Regardless of your role, YOU improve patients’ lives every day.

Interested in this role You can find all the relevant information in the description below.

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

Job Function : Corporate Functions

Location : El Segundo, CA, US, 90245

Work Location (for field-based positions) : Boston, MA, US; Atlanta, GA, US; Orlando, FL, US; Chicago

The National Manager, OR1 Customer Success plays a critical role in managing overall growth, effectiveness, and profitability of Operation Room installation projects and 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 a 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

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 impacts 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, bringing 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

• Create a culture of support during the 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.

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.
• 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) :

• Revenue : Manage to meet or exceed assigned goals for revenue.
• 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.
• Customer Satisfaction : Create a mechanism to collect customer feedback post every install.
• Employee Development : Create and Complete a Customer Success Training Program for Continued Education of Existing Customer Success Managers.

Minimum Knowledge, Education, and Skill Requirements

Required

• 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.
• 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.

Core Requirements

• Degree of accountability : High.
• Degree of decision-making : High.
• Safety : This is a safety-sensitive job.
• Quality : Adhere to KSEA OR1 Quality Requirements.
• Travel : Good driving record Up to 30% travel during the year throughout the US, Canada and Mexico to customer sites.

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