Customer Success Utilization Manager - MN/WI
Company: KARL STORZ Endoscopy - America
Location: Los Angeles
Posted on: April 18, 2024
Job Description:
I. Job Purpose and Core Tasks
The Customer Success Utilization Manager plays a critical role in
managing overall success, effectiveness, and adoption of the
technologies installed (hardware and software of Operation
Room/Video installation projects) within their respective regions.
This role will be responsible for delivering key roadmaps for brand
growth, serving as a subject matter expert consultant providing
customized and strategic customer guidance, to expand product
impact and technological capabilities within their respective
market. The Customer Success Utilization Manager reports to the
Manager, Customer Success Utilization Manager.
The Customer Success Utilization Manager will play the lead
regional role in project managing and ensuring the timely and
effective Operating Room / Video Tower post installation is
successful. The successful CSUM will investigate and analyze
customer usage trends / metrics to design and implement
customer-specific project mapping, documentation, and training to
optimize and expand the customer's use of the operating room
network. As the domain expert, the CSUM will also be responsible
for developing individualized strategic review plans to ensure
continued growth of the network. The CSUM will collaborate with the
local sales team for the account and ensuring alignment on service
and growth of each customer account.
Excellence in Performance Support:
Responsibility
Description
Onboarding: Utilization and Adoption of Technology
- Consult with customers to create a customized strategy that
ensures customers understand, utilize, and leverage products
purchased and bringing to life the VALUE of their installation
- Custom design, plan and execute on plans for the utilization
and adption of technology at large hospital customers post
video/OR1 installation
- Establish, identify, and track key customer metrics to drive
utilization, and create custom business plans for sustainable
adoption growth across hospital enterprises
Technical Experts: SME
- Expert competency in the intricacies of how the ENTIRE video
and integration product portfolio integrates and functions
- Understand the basics of operating room protocol and flow.
- Expert competency in video and OR1 room management.
Onboarding: Project Management
- Plan, oversee, and execute on post installation implementation
protocol as well as provide documented feedback to enhance each
particular customer's path to success.
Customer Deployment SME
- Consult directly with customer to define the vision of project
success post hardware and software installation .
- Collaborate horizontally with regular documented frequency in
Salesforce
Customer Satisfaction
- Ensure customers experience a best in class post installation
onboarding journey, which includes best in class documented
communication Responsibilities in Detail
On-Boarding: Project Management - Subject Matter Expert
- Acts as advisor to drive adoption and utilization of
electromechanical products in deal sizes above $500k to determine
customer-specific education needs and developing custom training
plans and programs based on individual needs-analysis and metrics
review (unique to each customer)
- Demonstrate deployment excellence by having high adoption
percentages compared to benchmarks.
- Review, update, and develop onboarding documentation
- Manage post installation/go live/onboarding progress
- Act as a consultant to customer to assist in management of
post-install deployment plan.
- Lead proper technical deployment of software and hardware,
video and Integration products.
On-Boarding: Utilization and Adoption Management - Subject Matter
Expert
- Onboard, train, and educate physicians / clinicians / users at
all sites of care (acute and non-acute) adding and training
additional users to product usage ecosystem
- Provide customized training for on-site users based on the
specific products deployed at the account and needs of the
users.
- As a consultant for adoption, effectively present and
demonstrate KARL STORZ key product procedural applications.
- Provide domain expertise on hardware and software adoption &
use cases (including software upgrades and remote upgrades).
- Analyze data to maximize utilization of KARL STORZ software,
OR1, and video products.
- Host Quarterly Business Reviews with executive leadership at a
customer site to review Utilization and Adoption statistics to
identify tools that impact utilization and growth.
- Establish and maintain strong working relationships with
nurses, physicians, materials management, and administrative
personnel.
Customer Satisfaction
- Monitors, collects, and reports on customer feedback post
installation for process improvement opportunities
- Ensure KARL STORZ maintains it's #1 ranking in Customer
Satisfaction by turning customers into raving fans
II. Minimum Knowledge, Education, and Skill Requirements
Required
Minimum years of relevant work experience:
- A minimum of 2-3 years in Operating Room Sales or Service roles
in the Operation Room
- A minimum of 2-3 years in role requiring technical acumen
- Operating Room selling experience preferred
Minimum education, certifications and/or credentials:
- A Bachelor's degree showing technical aptitude, or a Bachelor's
degree plus 3 years of operating room or technical AV experience,
or additional years of experience with the required work
experience
Minimum soft skill requirements:
- Demonstrated outstanding personal leadership
- Demonstrated pattern of intellectual curiosity
- Creativity in the development of new approaches to improving
the customer experience
- A true team player with excellent interpersonal skills and the
ability to work with executives both within the company, its
partners, and its clients
- A sense of urgency and impatience with the status quo
- Excellent communication and organizational skills, proven
- Highest standards of ethical behavior
- Excellent at multitasking
- Willingness to travel 80% or more depending on the account
- Comfort in ambiguous or high stress situations
- Track record of working collaboratively in a matrix-ed
environment
- Track record in customer satisfaction and process type
roles
- Knowledge and experience in the medical device and/or
healthcare marketplace preferred
- Enjoy bringing new functionality to customers
Preferred hard skill requirements:
- Holistic understanding of demonstrating software utilization in
a logical manner.
- Demonstrated ability to teach/educate via a process model with
targeted ST and LT objectives.
- Ability to design an implementation plan with customer input
and then execute on that implementation plan.
- Advanced knowledge in OR and Clinical processes.
III. Essential Function
Has contact with:
- Inside and outside the company staff
Physical requirement/Demands:
- Work in and around hospital personnel, sensitive medical
equipment, and patients.
IV. Core Requirements
-
- Degree of accountability: High
- Degree of decision making: Medium
- Financial/Budgetary: No
- Safety: This is a safety sensitive job.
- Quality: Adhere to KSEA OR1 Quality Requirements
- Authority to Sign (not applicable for North America):
- Travel: Good driving record and up to 50% travel during the
year throughout the US to customer sites that include, but are not
limited to: hospitals, operating rooms, laboratories, and surgery
centers.
#LI-AA1
Your Benefits
- Medical / Dental / Vision including a state-of-the-art wellness
program and pet insurance, too!*
- 3 weeks vacation, 11 holidays plus paid sick time*
- Up to 8 weeks of 100% paid company parental leave**
- 401(k) retirement savings plan providing a match of 60% of the
employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year! - Tuition
pre-imbursement
- Fitness reimbursement of up to $200 annually
- Employee referral program of up to $2,000 per hire
- And much more!
*Field sales, internships, and part-time employees are not eligible
except where required by state law.
Non-employees, including temporary workers and consultants, are not
eligible to participate in the KARL STORZ benefits program.
**To include, maternal/paternal leave, adoption, and fostering of a
child.
KARL STORZ reserves the right to change or modify the employee's
job description whether orally or in writing, at any time during
the employment relationship. Additionally, KARL STORZ, through its
supervisors, may require an employee to perform duties outside
their normal description within the sole discretion of the
supervisor. Employees must comply will all applicable KARL STORZ
policies and procedures.
Credentialing requirements at KARL STORZ
KARL STORZ is committed to maintaining a safe work environment for
our employees and customers. Most field-based roles at KARL STORZ
require hospital credentialing/health screens as a condition of
employment. Credentialing can include required vaccinations, health
screens & other requirements as outlined by our customers. During
the interview process, we encourage you to ask how
credentialing/health screens may impact the role you are seeking
and if you require any reasonable accommodations regarding these
requirements.
Pay Transparency
The pay range and/or hourly pay rate listed is a good faith
determination of potential base compensation that may be offered to
a successful applicant for this position at the time of this job
posting and may be modified in the future. When determining a
specific team member's base salary and/or hourly pay rate, several
factors will be considered including such things as location,
specialty, service line, years of relevant experience, education,
professional credentials, internal equity, and the amount budgeted
for the role.
Equal Employment Opportunity & Reasonable Accommodation
Statement
KARL STORZ is committed to creating an inclusive space where
employees are valued for their skills and unique experiences. To
achieve this goal, we are committed to diverse voices, and all
applicants will receive consideration without regard to race,
color, sex, national origin, disability, veteran status, or any
other protected characteristic. KARL STORZ is also committed to
providing reasonable accommodations during our recruitment process.
Should you need assistance or accommodation please email us at
.
Get in Contact
Keywords: KARL STORZ Endoscopy - America, Pico Rivera , Customer Success Utilization Manager - MN/WI, Executive , Los Angeles, California
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