OR1 Customer Success Manager

KARL STORZ Endoscopy - America
Baltimore, MD
Jan 13, 2022
Jan 16, 2022
Full Time
Company: KARL STORZ Endoscopy-America, Inc. (KSEA)Job Code: 12080Pay Grade: US-B16DescriptionKARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.Reasonable accommodation may be made to enable individuals with protected disabilities to perform the essential functions of this job.I. Job Purpose and Core TasksThe Customer Success Manager plays a critical role in: 1) managing overall growth, effectiveness, and profitability of Operation Room installation projects within their respective regions 2) delivering world class customer service. The Customer Success Manager reports to the Customer Success Senior ManagerThe Customer Success Manager will play the lead regional role in ensuring timely and accurate Operating Room installations, with hyper focus on customer success and satisfaction. Additionally, the Customer Success Manager will work to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best in class experience.Excellence in Performance Support:ResponsibilityDescriptionSales / Sales-Mkt SupportSupport the pre-sales process to ensure sales success and effective alignment of customer deliverablesCollaborate horizontally with regular documented frequencyTechnical ExpertsExpert competency in the intricacies of how the ENTIRE integration product portfolio integrates and functionsUnderstand the basics of hospital constructionExpert competency in cable management and cable terminationProject ManagementPlan, oversee, and lead capital installation projects through to completion under corporate SLAs.On-time,On-budget, and Profitable InstallationsPlan and deliver all product installations on-time and within profitability guidelines; while delivering an exceptional customer experienceCustomer SatisfactionEnsure customers experience a best in class installation, which includes best in class documented communicationCustomer SuccessEnsure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation, post deployment responsibility in creating customers for lifeResponsibilities in DetailSales / Sales-Mkt SupportEngage horizontally in collaboration with sales, including proposal development and proper estimating, as neededCollaborate monthly with sales to ensure alignment on all customer deliverables to prevent negative GP impactSupport other business development needs for sales and marketing as needed by managementTechnical ExpertsComplete all trainings as assigned through the OR1 training departmentDemonstrate technical competencies through successful installs, with minimal service tickets during the warranty periodDemonstrate technical competencies by having low change orders per project, meet national standardEngage in outside training opportunities that evolve technical expertiseProject ManagementLead project planning sessionsManage project progressEnsure projects meet deadlinesManage relationships with clients and stakeholdersOversee all incoming and outgoing project documentationDesign risk mitigation plan for the projectDeliver projects on time and within budgetMeet National KPI standards for Customer Success Customer SatisfactionMonitors, collects, and reports on customer feedback post installation for process improvement opportunitiesProactively solicit customer feedback, positive and negative and work to mitigate all negative feedbackEnsure KARL STORZ maintains it's #1 ranking in Customer SatisfactionCustomer SuccessTurn customers into raving fansDeliver customer training in a timely and comprehensive mannerConfirm customer product utilization post-install. Document utilizationSummary KPIsThis position will be measured on the following Key Performance Indicators (KPIs):MetricDescriptionRevenueManage to meet or exceed assigned goals for revenue. Assigned annuallyProfitabilitySupport achievement of overall gross margin targets >32% collectively within designated regionTechnical ExpertsMeet national standards for change ordersOperational Process Improvement MetricsMeet national KPI standards for regional projectsKPIs:KPIs to be Reported on Quarterly: Number of Slides, Timeliness of Site Walk Through, Timeliness of Scrub, Timeliness of Horizontal Communication, Timeliness and Robustness of Customer CommunicationSales SupportDocumented monthly horizontal communicationCustomer SatisfactionEnsure customer feedback post every install is reported through national systemCustomer SuccessSuccessful sign-off by the customer post install trainingMeet the national standard for customer follow-upManage the number of service ticketsII. Minimum Knowledge, Education, and Skill RequirementsRequiredMinimum years of relevant work experience:A minimum of 3-5 years in consulting, project delivery, or project managementA minimum of 5-10 years [KS2] in role requiring technical acumen in AV or IPField based project and program level management experienceComfort in ambiguous or high stress situationsTrack record of working collaboratively in a matrix-ed environmentTrack record in project / process improvementKnowledge and experience in the medical device and/or healthcare marketplace preferredMinimum education, certifications and/or credentials:A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering or related degree is required or 5 years of experience with the preferred hard skillsMinimum soft skill requirements:Demonstrated outstanding personal leadershipDemonstrated pattern of intellectual curiosityCreativity in the development of new approaches to improving the customer experienceA true team player with excellent interpersonal skills and the ability to work with executives both within the company, its partners, and its clientsA sense of urgency and impatience with the status quoExcellent communication and organizational skills, provenHighest standards of ethical behaviorExcellent at multitaskingWillingness to travel 80%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 devicesHolistic understanding of Cable Media: ability to distinguish Coax, Mini-Hi- Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic CablingAdvanced knowledge in control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recordersIII. Essential FunctionHas contact with:Inside and outside the company staffPhysical requirement/Demands:Work in and around hospital personnel, sensitive medical equipment, and patients.IV. Core RequirementsDegree of accountability: High Degree of decision making: Medium Financial/Budgetary: no Safety: This is a safety sensitive job. Quality: Adhere to KSEA OR1 Quality Requirements Supervision: noAuthority 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.Note for US only: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.#LI-NM1Vaccine requirements at KARL STORZ due to COVID-19KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.Employee Benefits Program Overview for US LocationsMedical / Dental / Vision including a state of the art wellness program and pet insurance, too!*3 weeks' vacation, 10 holidays plus paid sick time*401K retirement savings plan providing a match of 60% of the employee's first 6% contributionSection 125 Flexible Spending AccountsLife, STD, LTD & LTC InsuranceTuition reimbursement of up to $5,250 per yearFitness reimbursement up to $200 annuallyEmployee referral program of up to $2,000 per hireAnd much more!Field sales, internships and part-time employees are not eligible except for where required by state law.Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.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. Employee must comply will all applicable KARL STORZ policies and procedures.Equal Employment Opportunity & Reasonable Accommodation StatementKARL 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 TaleoAdministrator@.Notice to Employment AgenciesThis recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.

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