Company: KARL STORZ Endoscopy-America, Inc. (KSEA)
Job Code: 13301
Pay Grade: US-B16
Salary Range: $75,700 – 120,850
Description
KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.
For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.
Ideal candidate can be based in any US location close to a large airport hub.
I. Job Purpose and Core Tasks
The Customer Success Manager plays a critical role in 1) managing overall growth, effectiveness, and profitability of Operation Room installation projects within their respective regions and 2) delivering world-class customer service. The Customer Success Manager reports to the Customer Success Senior Manager
The Customer Success Manager will play the lead regional role in ensuring timely and accurate Operating Room installations, with hyper-focus on customer success and satisfaction. Additionally, the Customer Success Manager will work to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best-in-class experience.
Excellence in Performance Support:
Responsibility
Description
Sales / Sales-Mkt Support
- Support the pre-sales process to ensure sales success and effective alignment of customer deliverables
- Collaborate horizontally with regular documented frequency
Technical Experts
- Expert competency in the intricacies of how the ENTIRE integration product portfolio integrates and functions
- Understand the basics of hospital construction
- Expert competency in cable management and cable termination
Project Management
- Plan, oversee, and lead capital installation projects through to completion under corporate SLAs.
On-time,
On-budget, and Profitable Installations
- Plan and deliver all product installations on time and within profitability guidelines; while delivering an exceptional customer experience
Customer Satisfaction
- Ensure customers experience a best-in-class installation, which includes best-in-class documented communication
Customer Success
- Ensure customers understand, utilize, and leverage products purchased brining to life the VALUE of their installation, post-deployment responsibility in creating customers for life
Responsibilities in Detail
Sales / Sales-Mkt Support
Engage horizontally in collaboration with sales, including proposal development and proper estimating, as needed
Collaborate monthly with sales to ensure alignment on all customer deliverables to prevent negative GP impact
Support other business development needs for sales and marketing as needed by management
Technical Experts
Complete all training as assigned through the OR1 training department
Demonstrate technical competencies through successful installs, with minimal service tickets during the warranty period
Demonstrate technical competencies by having low change orders per project, and meet national standard
Engage in outside training opportunities that evolve technical expertise
Project Management
- Lead project planning sessions
- Manage project progress
- Ensure projects meet deadlines
- Manage relationships with clients and stakeholders
- Oversee all incoming and outgoing project documentation
- Design a risk mitigation plan for the project
- Deliver projects on time and within budget
- Meet National KPI standards for Customer Success Customer Satisfaction
- Monitors, collects, and reports on customer feedback post-installation for process improvement opportunities
- Proactively solicit customer feedback, positive and negative, and work to mitigate all negative feedback
- Ensure KARL STORZ maintains its #1 ranking in Customer Satisfaction
Customer Success
Turn customers into raving fans
Deliver customer training in a timely and comprehensive manner
Confirm customer product utilization post-install. Document utilization
Summary KPIs
This position will be measured on the following Key Performance Indicators (KPIs):
Metric
Description
Revenue
- Manage to meet or exceed assigned goals for revenue. Assigned annually
Profitability
- Support achievement of overall gross margin targets >32% collectively within designated region
Technical Experts
- Meet national standards for change orders
Operational Process Improvement Metrics
- Meet national KPI standards for regional projects
- KPIs:
- KPIs to be Reported on Quarterly: Number of Slides, Timeliness of Site Walk Through, Timeliness of Scrub, Timeliness of Horizontal Communication, Timeliness and Robustness of Customer Communication
Sales Support
- Documented monthly horizontal communication
Customer Satisfaction
- Ensure customer feedback post every installation is reported through a national system
Customer Success
- Successful sign-off by the customer post-install training
- Meet the national standard for customer follow-up
- Manage the number of service tickets
II. Minimum Knowledge, Education, and Skill Requirements
Required
Minimum years of relevant work experience:
A minimum of 3-5 years in consulting, project delivery, or project management
A minimum of 5-10 years in a role requiring technical acumen in AV or IP
Field-based project and program-level management experience
Comfort in ambiguous or high-stress situations
Track record of working collaboratively in a matrixed environment
Track record in project/process improvement
Knowledge and experience in the medical device and/or healthcare marketplace preferred
Minimum education, certifications, and/or credentials:
A Bachelor’s degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related degree is required, or 5 years of experience with the preferred hard skills
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%
Preferred hard skill requirements:
Holistic understanding of Cable Terminations and handling: the ability to perform cable pull, Solder, Crimp, Compression, and Punch-Down connections for audio, video, network, control, and power devices
Holistic understanding of Cable Media: the ability to distinguish Coax, Mini-Hi- Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic Cabling
Advanced knowledge in control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders
- Work in and around hospital personnel, sensitive medical equipment, and patients.
Travel: Good driving record Up to 50% travel during the year throughout the US, Canada, and Mexico to customer sites that include, but are not limited to: hospitals, operating rooms, laboratories, and surgery centers.
#LI-NM1
Pay Transparency
The salary 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.
Vaccine requirements at KARL STORZ due to COVID-19
KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below for the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.
Employee Benefits Program Overview for U.S. Locations
- Medical / Dental / Vision including a state-of-the-art wellness program and pet insurance, too!*
- 3 weeks vacation, 10 holidays plus paid sick time*
- Up to 8 weeks of 100% paid company parental leave**
- 401K retirement savings plan providing a match of 60% of the employee’s first 6% contribution
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,200 per year! – Tuition preimbursement
- 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. Employee must comply will all applicable KARL STORZ policies and procedures.
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 TaleoAdministrator@karlstorz.com.
Notice to Employment Agencies
This recruitment assignment is being managed directly by KARL STORZ’s Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by the KARL STORZ Human Resources department will be ineligible for referral fees.