Job Purpose and Core Tasks

TheNational Manager, OR1 Customer Successplays 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.

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Excellence in Customer Success

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

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 <30%

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.

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