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Customer Success Utilization Manager

2 months ago

Washington, United States Karl Storz Endoscopy-America Full time
Job Summary

We are seeking a highly skilled Utilization Manager for Customer Success to join our team at Karl Storz Endoscopy-America. As a key member of our organization, you will play a critical role in managing overall success, effectiveness, and adoption of our technologies installed in operating rooms and video installation projects.

Key Responsibilities
  • Project Management
    • Plan, oversee, and execute on post-installation implementation protocols to ensure timely and effective operating room/video tower post-installation success.
    • Develop and implement customized project mapping, documentation, and training to optimize and expand customer use of the operating room network.
  • Customer Onboarding
    • Consult with customers to create customized strategies that ensure customers understand, utilize, and leverage our products purchased.
    • Design, plan, and execute on plans for the utilization and adoption of technology at large hospital customers post-video/OR1 installation.
  • Technical Expertise
    • Develop and maintain expertise in the intricacies of our video and integration product portfolio.
    • Understand the basics of operating room protocol and flow.
  • Customer Satisfaction
    • Ensure customers experience a best-in-class post-installation onboarding journey, including best-in-class documented communication.
    • Monitor, collect, and report on customer feedback post-installation for process improvement opportunities.
Requirements
  • Education and Experience
    • A minimum of 2-3 years in operating room sales or service roles in the operating room.
    • A minimum of 2-3 years in roles requiring technical acumen.
  • Soft Skills
    • Demonstrated outstanding personal leadership.
    • Demonstrated pattern of intellectual curiosity.
    • Creativity in developing new approaches to improving the customer experience.
  • Preferred Hard Skills
    • Holistic understanding of demonstrating software utilization in a logical manner.
    • Demonstrated ability to teach/educate via a process model with targeted short-term and long-term objectives.
Working Conditions

This is a safety-sensitive job. The successful candidate will work in and around hospital personnel, sensitive medical equipment, and patients.