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Client Success Implementation Manager

2 months ago

Minneapolis, Minnesota, United States KARL STORZ Endoscopy - America Full time

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

This position is tasked with delivering essential 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 their respective markets.

The Client Success Implementation Manager will lead regional efforts in project management, ensuring that the post-installation phase of Operating Room / Video Tower projects is executed successfully and in a timely manner.

The ideal candidate will analyze customer usage trends and metrics to create and implement customized project mapping, documentation, and training aimed at optimizing and expanding the customer's utilization of the operating room network.

As the domain expert, this role involves developing personalized strategic review plans to ensure ongoing growth of the network.

Collaboration with the local sales team is essential to align on service and growth strategies for each customer account.



Excellence in Performance Support:
Consult with clients to formulate a tailored strategy that guarantees they comprehend, utilize, and maximize the value of their purchased products.
Custom design, plan, and execute strategies for the utilization and adoption of technology at large hospital clients following video/OR1 installations.
Demonstrate expert knowledge of the complete video and integration product portfolio and its functionalities.
Exhibit expert competency in managing video and OR1 room operations.

Onboarding:
Project Management

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

Customer Deployment Subject Matter Expert
Collaborate directly with clients to define the vision for project success following hardware and software installations.
Maintain regular documented communication in Salesforce.

Ensure clients undergo a premier post-installation onboarding experience, characterized by exemplary documented communication.

Onboarding:
Project Management | Subject Matter Expert
Serve as an advisor to drive the adoption and utilization of electromechanical products in transactions exceeding $500k, determining customer-specific educational needs and developing tailored training plans based on individual assessments and metrics reviews.
Achieve deployment excellence by maintaining high adoption rates compared to industry benchmarks.
Manage post-installation and onboarding progress.
Act as a consultant to assist clients in managing their post-installation deployment plans.
Lead the proper technical deployment of software and hardware, video, and integration products.

Onboarding:
Utilization and Adoption Management | Subject Matter Expert
Onboard, train, and educate physicians, clinicians, and users across all care sites (both acute and non-acute), adding and training additional users within the product usage ecosystem.

Provide tailored training for on-site users based on the specific products deployed at the account and the users' 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 and remote upgrades).
Analyze data to maximize the utilization of software, OR1, and video products.

Conduct Quarterly Business Reviews with executive leadership at customer sites to assess utilization and adoption statistics, identifying tools that influence utilization and growth.

~ Establish and maintain robust working relationships with nurses, physicians, materials management, and administrative personnel.

Monitor, collect, and report on customer feedback post-installation to identify opportunities for process improvement.
Minimum years of relevant work experience:

A minimum of 2-3 years in Operating Room Sales or Service roles in the Operating Room.
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 lieu of the required work experience.

Creativity in developing new approaches to enhance the customer experience.
A true team player with exceptional interpersonal skills, capable of collaborating with executives both within the company and with its partners and clients.
Willingness to travel extensively depending on the account.
Knowledge and experience in the medical device and/or healthcare marketplace is preferred.
A comprehensive understanding of demonstrating software utilization in a logical manner.
Proven ability to educate via a process model with targeted short-term and long-term objectives.
Capacity to design an implementation plan with customer input and execute it effectively.
Work collaboratively with both internal and external staff.

Engage in environments involving hospital personnel, sensitive medical equipment, and patients.

Financial/Budgetary:
None

Quality:
Adhere to KSEA OR1 Quality Requirements

Travel:

Maintain a good driving record and be prepared for up to 50% travel throughout the year to customer sites, including but not limited to hospitals, operating rooms, laboratories, and surgery centers.