Customer Success Manager
Location
New York + 1 moreAll locations: New York | Pennsylvania
Posted
8 days ago
Salary
$82.4K - $107.1K / year
Seniority
Senior
Job Description
Customer Success Manager
KARL STORZ
• Engage with the sales team on proposal development and accurate estimating, as needed. • Collaborate monthly with sales to ensure alignment on all customer deliverables and prevent negative gross profit impact. • Support other business development needs for sales and marketing as needed by management. • Maintain expert competency in how the entire integration product portfolio integrates and functions. • Complete all trainings assigned through the OR1 training department, and pursue outside training opportunities to evolve technical expertise. • Demonstrate technical competency through successful installs with minimal service tickets during the warranty period, and low change orders per project relative to national standards. • Understand the basics of hospital construction, and maintain expert competency in cable management and termination. • Lead project planning sessions and manage project progress to ensure deadlines are met. • Manage relationships with clients and stakeholders throughout the project lifecycle. • Oversee all incoming and outgoing project documentation, and design risk mitigation plans for each project. • Deliver projects on time, within budget, and in line with national KPI standards for Customer Success. • Ensure customers experience a best-in-class installation, including clear, well-documented communication. • Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities, proactively soliciting and working to resolve negative feedback. • Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into lifelong advocates. • Deliver customer training in a timely, comprehensive manner, and confirm and document product utilization post-install.
Job Requirements
- 3–5 years of experience in consulting, project delivery, or project management.
- 5–7 years of experience in a role requiring technical acumen in AV or IP.
- Field-based project and program-level management experience.
- A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or 5 years of experience with the preferred hard skills in place of a degree.
- Willingness to travel up to 90%, with a good driving record.
- Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position.
- Knowledge and experience in the medical device and/or healthcare marketplace is a plus.
- Holistic understanding of cable terminations and handling (cable pull, solder, crimp, compression, and punch-down connections for audio, video, network, control, and power devices) is a plus.
- Holistic understanding of cable media (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus.
- Advanced knowledge of control systems, power amplifiers, digital signal processors, video matrix switchers, video scalers, PC interfaces, computer controls, and digital video recorders is a plus.
Benefits
- Medical / Dental / Vision including a state-of-the-art wellness program and access to pet insurance, too!
- 3 weeks vacation accrual for full time roles,* paid holidays plus paid sick time too
- Up to 8 weeks of 100% paid company parental leave; includes maternal/ paternal leave, adoption, and fostering of a child.
- 401(k) retirement savings plan providing a match of 66.67% (4%) of the employee’s first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- HSA Savings Accounts with company contribution
- Life, STD & LTD Insurance
- We prepay your tuition up to $5,250 per year! - Tuition pre-imbursement
- Fitness reimbursement of up to $200 annually
- And much more!
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