Customer Engagement Utilization Specialist

2 weeks ago

Minneapolis, Minnesota, United States Karl Storz Endoscopy-America Full time
Job Overview and Key Responsibilities


The Customer Success Utilization Manager is essential in overseeing the overall effectiveness, success, and adoption of installed technologies (both hardware and software related to Operation Room/Video installation projects) within designated regions.

This position is tasked with creating and delivering strategic roadmaps for brand enhancement, acting as a subject matter expert to provide tailored and strategic guidance to customers, thereby amplifying product impact and technological capabilities in the market.

The Customer Success Utilization Manager will lead regional efforts in project management, ensuring that the post-installation of Operating Room / Video Tower systems is executed efficiently and effectively.

Success in this role involves analyzing customer usage trends and metrics to design and implement tailored project mapping, documentation, and training aimed at optimizing and expanding the customer's utilization of the operating room network.

As the domain expert, the CSUM will also be responsible for crafting individualized strategic review plans to guarantee ongoing growth of the network.

Collaboration with the local sales team is vital to ensure alignment on service delivery and growth strategies for each customer account.


Excellence in Performance Support:
Responsibilities:

Onboarding:
  • Facilitate the utilization and adoption of technology by consulting with customers to develop a customized strategy that ensures comprehensive understanding and effective use of purchased products, showcasing the VALUE of their installation.
  • Design, plan, and execute strategies for technology utilization and adoption in large hospital settings following video/OR1 installations.
  • Identify and monitor key customer metrics to drive utilization and formulate tailored business plans for sustainable adoption growth across hospital enterprises.

Technical Expertise:
  • Exhibit expert knowledge of the entire video and integration product portfolio, including its integration and functionality.
  • Understand operating room protocols and workflows.
  • Demonstrate expert competency in video and OR1 room management.

Onboarding:
Project Management:


Oversee and execute post-installation implementation protocols while providing documented feedback to enhance each customer's success trajectory.

Customer Deployment:
  • Consult directly with customers to define the vision for project success following hardware and software installations.
  • Collaborate regularly with documented frequency in Salesforce.

Customer Satisfaction:
  • Ensure customers experience a top-tier onboarding journey post-installation, characterized by exemplary documented communication.

Detailed Responsibilities:
Onboarding:
Project Management | Subject Matter Expert:
  • Act as an advisor to promote the adoption and utilization of electromechanical products in significant deal sizes, determining customer-specific educational needs and developing tailored training plans based on individual metrics analysis.
  • Exhibit deployment excellence through high adoption rates compared to industry benchmarks.
  • Review, update, and create onboarding documentation.
  • Manage post-installation and onboarding progress.
  • Serve as a consultant to assist customers in managing their post-installation deployment plans.
  • Lead the technical deployment of software and hardware, including video and integration products.

Onboarding:
Utilization and Adoption Management | Subject Matter Expert:
  • Onboard, train, and educate physicians, clinicians, and users across all care sites, including acute and non-acute settings, while adding and training additional users within the product ecosystem.
  • Provide customized training for on-site users based on specific products deployed and user needs.
  • As a consultant for adoption, effectively present and demonstrate key product procedural applications.
  • Offer domain expertise on hardware and software adoption and use cases, including software upgrades.
  • Analyze data to maximize utilization of software, OR1, and video products.
  • Conduct Quarterly Business Reviews with executive leadership at customer sites to review utilization and adoption statistics, identifying tools that impact growth.
  • Establish and maintain strong working relationships with nursing staff, physicians, materials management, and administrative personnel.

Customer Satisfaction:
  • Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities.
  • Ensure the organization maintains its top ranking in customer satisfaction by transforming customers into advocates.

Qualifications:
Minimum Knowledge, Education, and Skill Requirements:
  • A minimum of 2-3 years in Operating Room Sales or Service roles.
  • A minimum of 2-3 years in a role requiring technical acumen.
  • Preferred experience in Operating Room sales.

Education:
  • A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or additional years of experience in the required field.

Soft Skills:
  • Demonstrated personal leadership and intellectual curiosity.
  • Creativity in developing new approaches to enhance customer experience.
  • Strong interpersonal skills and the ability to collaborate with executives.
  • A sense of urgency and a proactive approach to challenges.
  • Excellent communication and organizational skills.
  • Ability to multitask effectively.
  • Willingness to travel extensively as required.
  • Comfort in high-pressure or ambiguous situations.
  • Proven track record in customer satisfaction roles.

Preferred Hard Skills:
  • Comprehensive understanding of software utilization.
  • Ability to educate through a structured process model.
  • Advanced knowledge of operating room and clinical processes.

Core Requirements:
  • High degree of accountability.
  • Medium degree of decision-making authority.
  • No financial or budgetary responsibilities.
  • This is a safety-sensitive position.
  • Adherence to quality requirements is essential.

Travel Requirements:

Good driving record and willingness to travel frequently to customer sites, including hospitals and surgical centers.

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States YMCA of the USA Full time

    Are you passionate about fostering connections with individuals? Do you aspire to contribute positively to the overall wellness of your community? If you are sociable, creative, and driven by a purpose, this role is tailored for you. The Customer Engagement Specialist serves as the pivotal point of contact for clients, providing a comprehensive range of...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Coloplast Full time

    Customer Engagement Specialist (Remote Work Opportunities Available)Company: ColoplastLocation: Minneapolis, USAbout the Role:We invite you to join Coloplast as a Customer Engagement Specialist. In this pivotal position, you will significantly contribute to enhancing sales through both outbound and inbound communication campaigns across our diverse product...

  • Customer Engagement Specialist

    1 week ago

    Minneapolis, Minnesota, United States Park State Bank Full time

    CORE VALUES: At Park State Bank, we are committed to our core values of GROWTH, TEAMWORK, RESPONSIVENESS, TRANSPARENCY, and INNOVATION. These principles guide our actions and decisions every day.MISSION: Our mission is to provide exceptional client service, strategic banking solutions, and a welcoming community experience.POSITION SUMMARY: The Customer...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry Level Are you seeking a new opportunity that offers growth, development, and a supportive culture? At Gypsum Consulting Inc., we are dedicated to fostering a positive environment where our employees can thrive. We are currently in search of an Entry Level Client Representative who is eager to learn and be trained in various...

  • Customer Engagement Specialist

    1 week ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry LevelAre you seeking a new opportunity to grow your skills in a supportive environment? At Gypsum Consulting Inc., we are dedicated to fostering a positive workplace culture that emphasizes both personal and professional development.We are currently on the lookout for an Entry Level Client Representative who is eager to learn...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry LevelAre you seeking a fresh opportunity, a chance to gain experience, or a supportive work culture? At Gypsum Consulting Inc., we are dedicated to providing a platform for your professional journey.We are currently on the lookout for an Entry Level Client Representative, ready to receive comprehensive training in various...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry LevelAre you seeking a fresh opportunity, additional experience, or a supportive workplace culture? At Gypsum Consulting Inc., we are dedicated to fostering your professional journey.We are actively looking for an Entry Level Client Representative who is eager to learn various aspects of sales, marketing, customer service, and...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry LevelAre you seeking a new opportunity that offers growth, development, and a supportive work culture? At Gypsum Consulting Inc., we provide an environment that fosters personal and professional advancement.We are currently on the lookout for an Entry Level Client Representative who is eager to learn and excel in various aspects...

  • Customer Engagement Specialist

    1 week ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Solutions Representative | Entry-Level PositionAt Gypsum Consulting Inc., we are dedicated to fostering a supportive and dynamic work environment. We are currently seeking a motivated individual for the role of Entry-Level Client Solutions Representative. This position is perfect for those embarking on their professional journey, seeking a career...

  • Customer Engagement Specialist

    1 week ago

    Minneapolis, Minnesota, United States Gypsum Consulting Full time

    Client Representative | Entry LevelAre you seeking a fresh opportunity, additional experience, or a supportive work culture? At Gypsum Consulting Inc., we are dedicated to fostering your professional journey.We are currently in search of an Entry Level Client Representative, ready to receive comprehensive training in various domains including sales,...

  • Community Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States BeTheMatch Full time

    POSITION SUMMARY: The Community Engagement Specialist plays a vital role in fostering public awareness and participation in the mission of BeTheMatch. This position is responsible for educating and motivating diverse communities through various outreach initiatives, including presentations, awareness campaigns, and recruitment events. Key...

  • Community Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States BeTheMatch Full time

    POSITION SUMMARY: The Community Engagement Specialist serves as a vital representative of BeTheMatch, focusing on educating and motivating the public to support our mission. This role is responsible for organizing presentations, awareness initiatives, and recruitment events aimed at increasing participation in our registry. Key responsibilities include...

  • Customer Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Crunch Fitness - Blaine and Maple Grove Full time

    Job OverviewAs a Membership Support Coordinator at Crunch Fitness - Blaine and Maple Grove, you will play a vital role in enhancing the member experience and ensuring a welcoming environment for all.Key Benefits:Complimentary Gym MembershipPerformance-Based BonusesProvided UniformsOpportunities for Training & DevelopmentReporting Structure:Reports directly...

  • Customer Engagement Associate

    1 week ago

    Minneapolis, Minnesota, United States Rich Products Full time

    Customer Service RepresentativeLocation: Plymouth, MN, USCompany Overview: Rich Products Corporation is a family-owned enterprise committed to creating opportunities through our diverse food offerings. Our extensive range includes cakes, icings, pizzas, appetizers, and specialty toppings, serving customers globally in homes, restaurants, and bakeries. We...

  • Client Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States MNAFP Full time

    Position Overview:The Customer Experience Representative plays a vital role in enhancing client satisfaction and fostering strong relationships with customers. This position is essential in understanding customer needs and delivering tailored financial solutions that align with their best interests.Key Responsibilities:Provide outstanding service to clients...

  • Community Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Metropolitan Council Full time

    Position Title: Community Engagement SpecialistSalary: $59.84 HourlyJob Type: Full-TimeRemote Employment: Flexible/HybridDivision: Metro TransitDepartment: OutreachAbout Us:The Metropolitan Council serves as the regional government for the Twin Cities metropolitan area, focusing on long-term planning and providing essential services such as transportation,...

  • Client Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Kimberly Nybo - State Farm Agent Full time

    Position OverviewKimberly Nybo - State Farm Agent is looking for a dedicated professional to become part of our dynamic team as a Client Engagement Specialist. We are in search of an enthusiastic individual who is passionate about fostering customer relationships and enhancing our service offerings. If you are a proactive self-starter who excels in a vibrant...

  • Customer Engagement Supervisor

    1 week ago

    Minneapolis, Minnesota, United States Farmers Insurance of Minnesota - District Office Full time

    About the RoleJoin a distinguished insurance firm dedicated to personalized service and community engagement. We are seeking a Customer Service & Sales Manager to enhance client interactions, offer expert guidance, and assist our team in reaching its objectives.Key ResponsibilitiesEngage with clients to understand their needs and provide tailored...

  • Customer Engagement Specialist

    1 week ago

    Minneapolis, Minnesota, United States Hand and Stone Full time

    Position Overview:Are you known for your vibrant personality and enthusiasm for helping others? If you have a passion for promoting wellness and self-care, we invite you to explore an opportunity in the spa industry. Your exceptional customer service abilities are the key to success in this role.Key Responsibilities:- Achieve sales targets for memberships...

  • Youth Engagement Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Great Wolf Lodge Minnesota Full time

    Position Overview: $15 per hour At Great Wolf Lodge, the Youth Engagement Specialist fosters a vibrant environment for children through interactive and memorable experiences. This position oversees various activities and entertainment tailored for kids at the lodge. We are currently hiring for full-time, part-time, and flexible schedules - candidates must be...