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National Manager, A/V Project Management and Customer Success - Multiple US locations
$104k-145k (estimate)
Full Time
5 Days Ago
KARL STORZ United States is Hiring a National Manager, A/V Project Management and Customer Success - Multiple US locations Near Atlanta, GA
Job Purpose And Core Tasks The National 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.
Excellence in Customer Success
Responsibility Description Sales / Sales-Mkt Support
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
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
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:
Eligible Employee Benefits
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
- Plan and deliver all product installations on-time and within profitability guidelines; while delivering an exceptional customer experience.
- Identify, execute, and audit a customer success process change that positively impact on-time, on-budget, and profitable projects
- Ensure customers experience a best in class installation, which includes best in class communication
- Ensure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation
- Identify and build the appropriate skills and capabilities to meet current and future client needs while maintaining a stable employee base
- Sales / Sales-Mkt Support
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 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
- 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
- Manage to meet or exceed assigned goals for revenue. Assigned annually.
- Support achievement of overall gross margin targets >32% across all regions
- 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
- Create a mechanism to collect customer feedback post every install, Customer feedback should be automated and reportable by Customer Success Manager quarterly
- 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
- 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
- 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 soft skill requirements:
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
- Inside and outside the company staff
- Work in and around hospital personnel, sensitive medical equipment, and patients.
- 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.
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!
Job Summary
JOB TYPE
Full Time
SALARY
$104k-145k (estimate)
POST DATE
09/11/2024
EXPIRATION DATE
10/24/2024
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