Current jobs related to Customer Success Utilization Manager - Minneapolis - Karl Storz Endoscopy-America

  • Customer Success Manager

    3 weeks ago

    Minneapolis, Minnesota, United States Genesys Cloud Services, Inc. Full time

    Customer Success ManagerGenesys Cloud Services, Inc. is seeking a highly skilled Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for establishing and maintaining long-term relationships with our enterprise customers, ensuring their success with our Genesys Cloud platform.Key Responsibilities:Manage a...

  • Customer Success Manager

    2 weeks ago

    Minneapolis, Minnesota, United States Inovalon Full time

    Job DescriptionInovalon is a leading provider of data-driven solutions for the healthcare industry. We are seeking a highly skilled Customer Success Manager to join our team.The ideal candidate will have a strong background in customer relationship management, with a proven track record of driving growth and adoption of our products and services. As a...

  • Customer Success Manager

    1 week ago

    Minneapolis, Minnesota, United States Inovalon Full time

    Job DescriptionInovalon is a leading provider of data-driven solutions for the healthcare industry. We are seeking a highly skilled Customer Success Manager to join our team.The ideal candidate will have a strong background in customer relationship management, with a proven track record of driving adoption and outcomes for clients. As a Customer Success...

  • Customer Success Manager

    2 months ago

    Minneapolis, Minnesota, United States VuMedi Inc. Full time

    About the Role:VuMedi Inc. is a leading healthcare education platform for doctors worldwide. We are seeking a skilled professional to join our team as a Customer Success Manager to help us continue to be the best digital video resource for physicians as they look for new ways to improve patient care.Key Responsibilities:Build Meaningful Relationships:...

  • Customer Success Manager

    2 weeks ago

    Minneapolis, Minnesota, United States Inovalon Full time

    Job DescriptionInovalon is seeking a highly skilled Customer Success Manager to join our team. As a key member of our Customer Success Management team, you will be responsible for ensuring our customers achieve their desired outcomes while using our products and services.Key Responsibilities:Develop and execute comprehensive strategic account plans to drive...

  • Senior Manager, Customer Success

    3 weeks ago

    Minneapolis, Minnesota, United States MongoDB Full time

    Customer Success Manager, EnterpriseMongoDB is seeking an experienced Customer Success Manager to lead our Enterprise Customer Success program in the North region. As a key member of our Customer Success team, you will be responsible for driving customer retention, expansion, and satisfaction across our enterprise customer base.Key Responsibilities:Recruit,...

  • Customer Success Account Manager

    2 weeks ago

    Minneapolis, Minnesota, United States DocuSign Full time

    Job Title: Customer Success Account ManagerJob Summary:We are seeking a highly motivated and experienced Customer Success Account Manager to join our team at DocuSign. As a Customer Success Account Manager, you will be responsible for owning a portfolio of accounts and renewals in an assigned territory. Your primary goal will be to drive customer adoption,...

  • Customer Success Manager

    4 weeks ago

    Minneapolis, United States Pearson Education Services Full time

    The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearsons Workforce Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their Manager, Enterprise, Customer Engagement, Project Management, Customer, Education, Business Services

  • Customer Success Manager

    4 weeks ago

    Minneapolis, United States Pearson Full time

    The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearson's Workforce Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson...

  • Customer Success Manager

    1 month ago

    Minneapolis, United States Pearson Full time

    The Enterprise Customer Success Manager role is crucial for ensuring our customers achieve success with Pearson’s Workforce Skills products. Your main focus as a CSM will be ensuring that our largest customers using the Credly platform achieve their goals and outcomes. You will do this by building strong relationships with customers and internal Pearson...

  • Senior Customer Success Specialist

    5 months ago

    Minneapolis, United States ResMed Full time

    Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software.  The technology allows us to provide the tools for better outcomes but at our heart, we’re really about...

  • Senior Customer Success Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States ResMed Full time

    About the RoleBrightree, a subsidiary of ResMed, is seeking a highly skilled Customer Success Specialist to join our team. As a key member of our Customer Success Team, you will be responsible for driving consistent customer value through adoption of Brightree products and services.Key ResponsibilitiesMeet with newly onboarded customers to assess adoption,...

  • Senior Manager, Customer Success Lead

    1 week ago

    Minneapolis, Minnesota, United States MongoDB Full time

    Job Title: Senior Manager, Customer Success LeadJob Summary:MongoDB is seeking an experienced Senior Manager, Customer Success Lead to join our Enterprise North region. As a key member of our Customer Success team, you will be responsible for leading a team of managers who work directly with our customers to deliver exceptional results and drive business...

  • Customer Success Manager

    2 months ago

    Minneapolis, United States Jamf Holding Corp. Full time

    At Jamf, people are at the core of everything we do. We do whats right for our customers, our employees, our communities and our world. We take pride in simplifying technology for tens of thousands of customers around the globe and helping organizat Manager, Customer Engagement, Retail, Customer, Technology, Management

  • Customer Success Manager

    2 weeks ago

    Minneapolis, Minnesota, United States Trane Technologies Full time

    Job Summary: We are seeking a highly skilled Strategic Account Customer Experience Manager to join our team at Trane Technologies. In this role, you will be responsible for developing service strategies for large national accounts with multiple locations across North America. You will work closely with the Strategic Account Vertical Market Manager to...

  • Customer Success Manager

    1 week ago

    Minneapolis, Minnesota, United States Trane Technologies Full time

    Job Summary:In coordination with the Strategic Account Vertical Market Manager, the Strategic Account Customer Experience Manager will be responsible for developing service strategies for large national accounts with multiple locations across North America.Responsible for managing the technical service support and training requirements of assigned Strategic...

  • Senior Customer Success Specialist

    3 months ago

    Minneapolis, United States ResMed Full time

    You could say Brightree by ResMed is a technology company. And that’s true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over...

  • Customer Success Specialist

    4 months ago

    Minneapolis, United States Wolters Kluwer Full time

    Ideal candidate will be located in Minneapolis, MN. Uncapped commission potential. The Customer Success Specialist is a quota-carrying team member responsible for working with customers across industries to drive adoption, pursue renewals and up-sell opportunities in the customers’ existing product lines. The Customer Success Specialist is responsible for...

  • Customer Success Manager

    2 weeks ago

    Minneapolis, Minnesota, United States Trane Technologies Full time

    Job SummaryIn this role, you will work closely with the Strategic Account Vertical Market Manager to develop service strategies for large national accounts with multiple locations across North America. Your primary responsibility will be to manage the technical service support and training requirements of assigned Strategic Accounts and Thermo King Dealers...

  • Customer Success Representative

    3 weeks ago

    Minneapolis, Minnesota, United States Wolters Kluwer Full time

    Job Title: Customer Success SpecialistWolters Kluwer is seeking a highly motivated and results-driven Customer Success Specialist to join our team. As a key member of our sales team, you will be responsible for driving customer adoption, pursuing renewals, and up-selling opportunities in our customers' existing product lines.Key Responsibilities:Monitor and...

Customer Success Utilization Manager

2 months ago

Minneapolis, United States Karl Storz Endoscopy-America Full time
Job Description

I. Job Purpose and Core Tasks

This role is a field based role. Candidate may be located in Minneapolis, Wisconsin, or Chicago geography.

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.

#LI-AA1