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National Manager, A/V Project Management and Customer Success

2 months ago

El Segundo, United States KARL STORZ Endoscopy - America Full time

Job Purpose and Core Tasks

The  National Manager, OR1 Customer Success plays 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

  • 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 impact 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 brining 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

 

  •     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
Summary KPIsThis 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% across all regions

Operational Process Improvement Metrics

  • 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

 

Customer Satisfaction

  • Create a mechanism to collect customer feedback post every install, Customer feedback should be automated and reportable by Customer Success Manager quarterly

Customer Success

  • 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

Employee Development

  • 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

 

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