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AV Project Management and Client Relations Specialist
2 months ago
The Customer Success Manager is pivotal in overseeing the growth, efficiency, and profitability of Operation Room installation projects across designated regions while ensuring exceptional customer service. This position reports directly to the Customer Success Regional Manager.
Key Responsibilities:
1. **Project Oversight:**
- Lead and manage the execution of capital installation projects, ensuring they are completed within corporate Service Level Agreements (SLAs).
- Guarantee that installations are conducted on schedule and adhere to profitability standards, delivering a premier installation experience with comprehensive communication.
2. **Customer Engagement:**
- Facilitate customer understanding and utilization of purchased products, emphasizing the value of their installations and fostering long-term relationships.
- Conduct training sessions for customers in a timely and thorough manner, ensuring they are well-informed and satisfied.
3. **Performance Monitoring:**
- Collect and analyze customer feedback post-installation to identify opportunities for process enhancements.
- Maintain alignment with service and deployment teams to ensure excellence in performance support.
Qualifications:
- A minimum of 3-5 years of experience in consulting, project delivery, or project management.
- Proven track record in project/process improvement, preferably within the medical device or healthcare sector.
- A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or equivalent experience.
- Strong interpersonal skills with the ability to collaborate effectively with executives, partners, and clients.
- Willingness to travel extensively.
Technical Skills:
- Comprehensive understanding of cable management and termination, including the ability to perform various connection types for audio, video, network, control, and power devices.
- Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, and related technologies.
Travel Requirements:
Up to 50% travel may be required throughout various regions to engage with customers in settings such as hospitals and surgical centers.
