Customer Engagement Utilization Specialist

2 weeks ago


Pittsburgh, Pennsylvania, United States Karl Storz Endoscopy-America Full time

I. Job Overview and Key Responsibilities

The Client Success Optimization Manager is essential in overseeing the overall success, efficiency, and adoption of installed technologies (both hardware and software related to Operating Room/Video installation projects) within designated regions. This position is tasked with delivering strategic roadmaps for brand expansion, acting as a subject matter expert to provide tailored and strategic guidance to customers, thereby enhancing product impact and technological capabilities in the market.

The Client Success Optimization Manager will take the lead in project management, ensuring the successful and timely implementation of Operating Room / Video Tower installations. The ideal candidate will analyze customer usage patterns and metrics to create and execute customer-specific project plans, documentation, and training aimed at optimizing the use of the operating room network. Additionally, the Manager will develop individualized strategic review plans to foster continued growth of the network and will work closely with the local sales team to ensure alignment on service and growth for each customer account.

Excellence in Performance Support:

Key Responsibilities

Onboarding: Technology Utilization and Adoption

  • Collaborate with customers to develop a customized strategy that ensures they understand, utilize, and maximize the value of their purchased products.
  • Design and implement plans for technology utilization and adoption in large hospital clients following video/OR1 installations.
  • Identify and monitor key customer metrics to drive utilization and formulate tailored business plans for sustainable adoption growth across hospital networks.

Technical Expertise: Subject Matter Expert

  • Possess in-depth knowledge of the complete video and integration product portfolio.
  • Understand operating room protocols and workflows.
  • Exhibit expert knowledge in video and OR1 room management.

Onboarding: Project Management

  • Plan, oversee, and execute post-installation implementation protocols while providing documented feedback to enhance each customer's success path.

Customer Deployment Subject Matter Expert

  • Engage directly with customers to define the vision for project success following hardware and software installations.
  • Maintain regular documented communication in Salesforce.

Customer Satisfaction

  • Ensure customers experience a premier onboarding journey post-installation, characterized by exceptional documented communication.

II. Required Knowledge, Education, and Skills

Essential

Experience:

  • A minimum of 2-3 years in Operating Room Sales or Service roles.
  • A minimum of 2-3 years in a role requiring technical expertise.
  • Experience in Operating Room sales is preferred.

Education and Certifications:

  • A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of relevant experience in operating room or technical AV roles.

Soft Skills:

  • Exemplary personal leadership.
  • Intellectual curiosity.
  • Creativity in enhancing customer experiences.
  • Team player with strong interpersonal skills.
  • Sense of urgency and drive for improvement.
  • Excellent communication and organizational skills.
  • High ethical standards.
  • Ability to multitask effectively.
  • Willingness to travel frequently.
  • Comfort in high-pressure situations.
  • Proven track record of collaboration in a matrixed environment.
  • Experience in customer satisfaction roles.
  • Knowledge of the medical device and healthcare sectors is preferred.

Preferred Hard Skills:

  • Comprehensive understanding of software utilization.
  • Ability to educate through structured processes.
  • Capability to design and execute implementation plans with customer input.
  • Advanced knowledge of operating room and clinical processes.

III. Essential Functions

Contact with:

  • Internal and external company personnel.

IV. Core Requirements

  • High degree of accountability.
  • Medium level of decision-making authority.
  • No financial/budgetary responsibilities.
  • This role is safety-sensitive.
  • Adherence to quality requirements is mandatory.
  • Travel may be required up to 50% throughout the year to various customer sites.


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