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AV Project Management and Customer Success

2 months ago

Houston TX, United States KARL STORZ Endoscopy - America Full time

I. 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 or National 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

 

II.         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

 

III.        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.

 

IV.        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

Supervision: no

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.

 

Note for U.S. only: Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

 

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