KARL STORZ United States is Hiring an AV Project Management and Customer Success - Oklahoma + Kansas City + Wisconsin + St Louis Near St Louis, MO
This role will have to reside in one of the following locations : Oklahoma Kansas City Wisconsin St Louis Job Purpose and Core Tasks:The 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 Regional Manager. The 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: 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
Technical Experts
Expert competency in the intricacies of how the ENTIRE integration product portfolio integrates and functions
Understand the basics of hospital construction
Expert competency in cable management and cable termination
Project Management
Plan, oversee, and lead capital installation projects through to completion under corporate SLAs.
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
Customer Satisfaction
Ensure customers experience a best in class installation, which includes best in class documented communication
Customer Success
Ensure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation, post deployment responsibility in creating customers for life
Responsibilities in Detail: Sales / Sales-Mkt Support:
Engage horizontally in collaboration with sales, including proposal development and proper estimating, as needed
Collaborate monthly 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
Technical Experts:
Complete all trainings as assigned through the OR1 training department
Demonstrate technical competencies through successful installs, with minimal service tickets during the warranty period
Demonstrate technical competencies by having low change orders per project, meet national standard
Engage in outside training opportunities that evolve technical expertise
Project Management:
Lead project planning sessions
Manage project progress
Ensure projects meet deadlines
Manage relationships with clients and stakeholders
Oversee all incoming and outgoing project documentation
Design risk mitigation plan for the project
Deliver projects on time and within budget
Meet National KPI standards for Customer Success
Customer Satisfaction:
Monitors, collects, and reports on customer feedback post installation for process improvement opportunities
Proactively solicit customer feedback, positive and negative and work to mitigate all negative feedback
Ensure KARL STORZ maintains it’s #1 ranking in Customer Satisfaction
Customer Success:
Turn customers into raving fans
Deliver customer training in a timely and comprehensive manner
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% collectively within designated region
Technical Experts
Meet national standards for change orders
Operational Process Improvement Metrics
Meet national KPI standards for regional projects
KPIs:
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 Communication
Sales Support
Documented monthly horizontal communication
Customer Satisfaction
Ensure customer feedback post every install is reported through national system
Customer Success
Successful sign-off by the customer post install training
Meet the national standard for customer follow-up
Manage the number of service tickets
Minimum Knowledge, Education, and Skill Requirements:RequiredMinimum years of relevant work experience:
A minimum of 3-5 years in consulting, project delivery, or project management
A minimum of 5-7 years in role requiring technical acumen in AV or IP
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
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 skills
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 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 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: Medium
Financial/Budgetary: no
Safety: This is a safety sensitive job.
Quality: Adhere to KSEA OR1 Quality Requirements
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.
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.