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 2) delivering world class customer service. The Customer Success Manager reports to the Customer Success Regional or National 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 |
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Technical Experts |
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Project Management |
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On-time, On-budget, and Profitable Installations |
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Customer Satisfaction |
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Customer Success |
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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
Complete all trainings 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, meet national standard
Engage in outside training opportunities that evolve technical expertise
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 |
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Profitability |
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Technical Experts |
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Operational Process Improvement Metrics |
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Sales Support |
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Customer Satisfaction |
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Customer Success |
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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 5-7 years in 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 matrix-ed 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 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: 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: 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
III. Essential Function
Has contact with:
Physical requirement/Demands:
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
Supervision: no
Authority to Sign (not applicable for North America):
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.
Note for U.S. only: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.
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