Client Success Optimization Manager

2 weeks ago

Little Ferry, New Jersey, United States KARL STORZ SE & Co. KG Full time


Make an Impact
At KARL STORZ, we are dedicated to enhancing patient care during some of the most challenging times in their lives. Our contributions are significant, and every role within our organization plays a part in improving patient outcomes.

Position Overview:
The Customer Success Utilization Manager is pivotal in overseeing the success, efficiency, and adoption of installed technologies (both hardware and software related to Operating Room/Video installation projects) across designated regions.

This position is tasked with delivering essential strategies for brand expansion, acting as a subject matter expert to provide tailored and strategic guidance to customers, thereby enhancing product impact and technological capabilities within the market.

The Customer Success Utilization Manager will lead regional efforts in project management, ensuring the successful implementation of Operating Room/Video Tower systems post-installation.

Key responsibilities include analyzing customer usage trends and metrics to create and execute customer-specific project plans, documentation, and training aimed at optimizing and expanding the utilization of the operating room network.

As the domain expert, the Customer Success Utilization Manager will also formulate personalized strategic review plans to foster ongoing growth of the network.

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


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

Utilization and Adoption Management:
- Onboard, train, and educate physicians, clinicians, and users across all care settings, ensuring the addition and training of new users within the product ecosystem.
- Provide customized training for on-site users based on the 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 and remote enhancements.

Customer Satisfaction:
- Monitor, collect, and report on customer feedback post-installation to identify opportunities for process improvements.
- Ensure that KARL STORZ maintains its top ranking in customer satisfaction by transforming customers into enthusiastic advocates.

Minimum Knowledge, Education, and Skill Requirements:
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.
- Preferred experience in Operating Room sales.

Education:
- A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of relevant experience, or additional years of experience with the required work experience.
- Proven leadership capabilities and a strong sense of intellectual curiosity.
- Creativity in developing innovative approaches to enhance the customer experience.
- Excellent interpersonal skills and the ability to collaborate effectively with executives and clients.
- A strong sense of urgency and a proactive approach to challenges.
- Exceptional communication and organizational skills.
- Commitment to the highest ethical standards.
- Willingness to travel extensively based on account needs.
- Ability to thrive in ambiguous or high-pressure situations.
- Proven track record of collaboration in a matrixed environment.
- Experience in customer satisfaction and process-oriented roles.
- Preferred knowledge and experience in the medical device and healthcare sectors.
- Passion for delivering new functionalities to customers.
- Comprehensive understanding of software utilization in a logical framework.
- Demonstrated ability to educate through a structured process with targeted objectives.
- Capability to design and execute implementation plans with customer input.

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