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St. Louis, United States KARL STORZ Endoscopy - America Full timeJob Title: AV Project Management and Customer SuccessAbout the Role:We are seeking a highly skilled AV Project Management and Customer Success professional to join our team at KARL STORZ Endoscopy - America. As an OR1 Customer Success Manager, you will be responsible for the successful planning and execution of complex Operating Room installation...
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St Louis, Missouri, United States Karl Storz Endoscopy-America Full timeJob Title: AV Project Management and Customer SuccessAbout the Role:We are seeking a highly skilled AV Project Manager and Customer Success Specialist to join our team at Karl Storz Endoscopy-America. As a key member of our team, you will be responsible for leading end-to-end OR AV capital installation projects, ensuring timely and profitable delivery. You...
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St Louis, Missouri, United States Karl Storz Endoscopy-America Full timeJob Title: AV Project Management and Customer SuccessAbout the Role:We are seeking a highly skilled and experienced AV Project Manager and Customer Success Specialist to join our team at Karl Storz Endoscopy-America. As an OR1 Customer Success Manager, you will be responsible for leading end-to-end OR AV capital installation projects, ensuring timely and...
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St. Louis, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO or Minneapolis, MN Travel: Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation...
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AV Project Management and Customer Success
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St Louis, United States Karl Storz Endoscopy-America Full timeThe role will reside in the Great Plains region St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why Youll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation projects. You...
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AV Project Management and Customer Success
4 weeks ago
St Louis, United States Karl Storz Endoscopy-America Full timeThe role will reside in the Great Plains region – St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room...
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AV Project Management and Customer Success
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St Louis, United States Karl Storz Endoscopy-America Full timeThe role will reside in the Great Plains region St. Louis, MO or Minneapolis, MN Travel: Up to 80% including evenings, early mornings, and weekends as needed Why Youll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation projects. You will...
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AV Project Management and Customer Success
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St. Louis, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room...
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AV Project Management and Customer Success
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St. Louis, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room...
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AV Project Management and Customer Success
1 month ago
St. Louis, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room...
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AV Project Management and Customer Success
4 weeks ago
St. Louis, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO or Minneapolis, MN Travel: Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation...
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Saint Louis, United States KARL STORZ Endoscopy - America Full timeWhy You’ll Love This Role: As a Technical/Deployment Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation projects. You will oversee the implementation of AV and medical technology solutions, ensuring on-time, on-budget, and customer-centric installations,...
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AV Project Management and Customer Success
1 month ago
St. Louis, MO, United States KARL STORZ Endoscopy - America Full timeThe role will reside in the Great Plains region – St. Louis, MO / Kansas City, MO/ Wisconsin Travel :Up to 80% including evenings, early mornings, and weekends as needed Why You’ll Love This Role: As an OR1 Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room...
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AV Project Manager
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St. Louis, United States KARL STORZ Endoscopy - America Full timeAbout the Role:We are seeking a highly skilled AV Project Manager to join our team at KARL STORZ Endoscopy - America. As a key member of our team, you will be responsible for leading end-to-end OR AV capital installation projects, ensuring timely and profitable delivery.Key Responsibilities:Project Management: Lead complex OR AV capital installation...
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AV Project Manager
4 weeks ago
St Louis, Missouri, United States KARL STORZ Endoscopy - America Full timeJob Title: AV Project ManagerAt KARL STORZ Endoscopy - America, we are seeking an experienced AV Project Manager to join our team. As a key member of our operations team, you will be responsible for leading end-to-end OR AV capital installation projects, ensuring timely and profitable delivery.Key Responsibilities:Lead project planning, execution, and...
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Technical Project Manager
3 days ago
St Louis, Missouri, United States Karl Storz Endoscopy-America Full timeTransforming Customer Experiences in Surgical TechnologyAs a Technical/Deployment Customer Success Manager at Karl Storz Endoscopy-America, you will play a pivotal role in the successful planning and execution of complex Operating Room installation projects. Your expertise will be instrumental in overseeing the implementation of AV and medical technology...
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St. Louis, United States KARL STORZ Endoscopy - America Full timeWhy You’ll Love This Role: As a Technical/Deployment Customer Success Manager, you will be the driving force behind the successful planning and execution of complex Operating Room installation projects. You will oversee the implementation of AV and medical technology solutions, ensuring on-time, on-budget, and customer-centric installations,...
AV Project Management and Customer Success
4 months ago
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
Confirm customer product utilization post-install. Document utilization
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:
Required
Minimum 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
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 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.
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