Customer Success Utilization Manager

I. Job Purpose and Core Tasks

 

The Customer Success Utilization Manager plays a critical role in managing overall success, effectiveness, and adoption of the technologies installed (hardware and software of Operation Room/Video installation projects) within their respective regions. This role will be responsible for delivering key roadmaps for brand growth, serving as a subject matter expert consultant providing customized and strategic customer guidance, to expand product impact and technological capabilities within their respective market. The Customer Success Utilization Manager reports to the Manager, Customer Success Utilization Manager.  

 

The Customer Success Utilization Manager will play the lead regional role in project managing and ensuring the timely and effective Operating Room / Video Tower post installation is successful. The successful CSUM will investigate and analyze customer usage trends / metrics to design and implement customer-specific project mapping,  documentation, and training to optimize and expand the customer’s use of the operating room network. As the domain expert, the CSUM will also be responsible for developing individualized strategic review plans to ensure continued growth of the network. The CSUM will collaborate with the local sales team for the account and ensuring alignment on service and growth of each customer account. 

 

Excellence in Performance Support:

Responsibility

Description

Onboarding:  Utilization and Adoption of Technology

• Consult with customers to create a customized strategy that ensures customers understand, utilize, and leverage products purchased and bringing to life the VALUE of their installation
• Custom design, plan and execute on plans for the utilization and adption of technology at large hospital customers post video/OR1 installation
• Establish, identify, and track key customer metrics to drive utilization, and create custom business plans for sustainable adoption growth across hospital enterprises

Technical Experts:  SME

• Expert competency in the intricacies of how the ENTIRE video and integration product portfolio integrates and functions
• Understand the basics of operating room protocol and flow.
• Expert competency in video and OR1 room management.

Onboarding: Project Management

• Plan, oversee, and execute on post installation implementation protocol as well as provide documented feedback to enhance each particular customer’s path to success.

Customer Deployment SME

• Consult directly with customer to define the vision of project success post hardware and software installation .
• Collaborate horizontally with regular documented frequency in Salesforce

Customer Satisfaction

• Ensure customers experience a best in class post installation onboarding journey, which includes best in class documented communication

Responsibilities in Detail

On-Boarding: Project Management | Subject Matter Expert

• Acts as advisor to drive adoption and utilization of electromechanical products in deal sizes above $500k to determine customer-specific education needs and developing custom training plans and programs based on individual needs-analysis and metrics review (unique to each customer)
• Demonstrate deployment excellence by having high adoption percentages compared to benchmarks.
• Review, update, and develop onboarding documentation
• Manage post installation/go live/onboarding progress
  • Act as a consultant to customer to assist in management of post-install deployment plan.
  • Lead proper technical deployment of software and hardware, video and Integration products. 

On-Boarding:  Utilization and Adoption Management | Subject Matter Expert

• Onboard, train, and educate physicians / clinicians / users at all sites of care (acute and non-acute) adding and training additional users to product usage ecosystem
  • Provide customized training for on-site users based on the specific products deployed at the account and needs of the users.
  • As a consultant for adoption, effectively present and demonstrate KARL STORZ key product procedural applications.
  • Provide domain expertise on hardware and software adoption & use cases (including software upgrades and remote upgrades).
• Analyze data to maximize utilization of KARL STORZ software, OR1, and video products.
• Host Quarterly Business Reviews with executive leadership at a customer site to review Utilization and Adoption statistics to identify tools that impact utilization and growth. 

• Establish and maintain strong working relationships with nurses, physicians, materials management, and administrative personnel.

Customer Satisfaction

• Monitors, collects, and reports on customer feedback post installation for process improvement opportunities
• Ensure KARL STORZ maintains it’s #1 ranking in Customer Satisfaction by turning customers into raving fans

 

II.         Minimum Knowledge, Education, and Skill Requirements

     

            Required

            Minimum years of relevant work experience:

 

• A minimum of 2-3 years in Operating Room Sales or Service roles in the Operation Room
• A minimum of 2-3 years in role requiring technical acumen
• Operating Room selling experience preferred

 

            Minimum education, certifications and/or credentials:

• A Bachelor's degree showing technical aptitude, or a Bachelor’s degree plus 3 years of operating room or technical AV experience, or additional years of experience with the required work experience

 

            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% or more depending on the account

• Comfort in ambiguous or high stress situations
• Track record of working collaboratively in a matrix-ed environment
• Track record in customer satisfaction and process type roles
• Knowledge and experience in the medical device and/or healthcare marketplace preferred
• Enjoy bringing new functionality to customers

 

Preferred hard skill requirements:

• Holistic understanding of demonstrating software utilization in a logical manner.
• Demonstrated ability to teach/educate via a process model with targeted ST and LT objectives.
• Ability to design an implementation plan with customer input and then execute on that implementation plan.
• Advanced knowledge in OR and Clinical processes.

 

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
• Authority to Sign (not applicable for North America):
• Travel: Good driving record and up to 50% travel during the year throughout the US to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.

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