About this role
<p><strong>OR1 Customer Success Manager</strong></p> <p><strong>About KARL STORZ</strong></p> <p>From the operating room to surgery centers—and everywhere in between—KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. We design specialty innovations, smart instruments and devices, integrated ecosystems, and intelligent imaging—to build a more connected, software-enabled operating room.</p> <p>As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.</p> <p><strong>About the Role</strong></p> <p>The Customer Success Manager plays a critical role in managing the overall growth, effectiveness, and profitability of Operating Room installation projects within their region while delivering world-class customer service. This role leads the regional effort to ensure timely, accurate Operating Room installations with a strong focus on customer success and satisfaction, and works to maintain continuous alignment with the service and deployment teams to ensure a best-in-class experience. The Customer Success Manager reports to the Customer Success Regional or National Manager.</p> <p>This is a remote position requiring up to 90% travel to Albany, Rochester, Buffalo, and Pittsburgh.</p> <p><strong>What You'll Do</strong></p> <p><em>Sales & Sales-Marketing Support</em></p> <ul> <li>Engage with the sales team on proposal development and accurate estimating, as needed.</li> <li>Collaborate monthly with sales to ensure alignment on all customer deliverables and prevent negative gross profit impact.</li> <li>Support other business development needs for sales and marketing as needed by management.</li> </ul> <p><em>Technical Expertise</em></p> <ul> <li>Maintain expert competency in how the entire integration product portfolio integrates and functions.</li> <li>Complete all trainings assigned through the OR1 training department, and pursue outside training opportunities to evolve technical expertise.</li> <li>Demonstrate technical competency through successful installs with minimal service tickets during the warranty period, and low change orders per project relative to national standards.</li> <li>Understand the basics of hospital construction, and maintain expert competency in cable management and termination.</li> </ul> <p><em>Project Management</em></p> <ul> <li>Lead project planning sessions and manage project progress to ensure deadlines are met.</li> <li>Manage relationships with clients and stakeholders throughout the project lifecycle.</li> <li>Oversee all incoming and outgoing project documentation, and design risk mitigation plans for each project.</li> <li>Deliver projects on time, within budget, and in line with national KPI standards for Customer Success.</li> </ul> <p><em>Customer Satisfaction & Success</em></p> <ul> <li>Ensure customers experience a best-in-class installation, including clear, well-documented communication.</li> <li>Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities, proactively soliciting and working to resolve negative feedback.</li> <li>Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into lifelong advocates.</li> <li>Deliver customer training in a timely, comprehensive manner, and confirm and document product utilization post-install.</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>3–5 years of experience in consulting, project delivery, or project management.</li> <li>5–7 years of experience in a role requiring technical acumen in AV or IP.</li> <li>Field-based project and program-level management experience.</li> <li>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.</li> <li>Willingness to travel up to 90%, with a good driving record.</li> <li>Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position.</li> <li>Knowledge and experience in the medical device and/or healthcare marketplace is a plus.</li> <li>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.</li> <li>Holistic understanding of cable media (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus.</li> <li>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.</li> </ul> <p><strong>What Will Make You Successful</strong></p> <ul> <li>Demonstrated outstanding personal leadership and a true team-player mindset, with excellent interpersonal skills across internal and external executives.</li> <li>Intellectual curiosity and creativity in developing new approaches to improve the customer experience.</li> <li>A sense of urgency and healthy impatience with the status quo.</li> <li>Comfort operating in ambiguous or high-stress situations.</li> <li>Track record of working collaboratively in a matrixed environment and driving project/process improvement.</li> <li>Excellent, proven communication and organizational skills, with the ability to multitask effectively.</li> <li>Highest standards of ethical behavior.</li> </ul> <p><strong>Why KARL STORZ?</strong></p> <p>Join KARL STORZ and be part of a team creating medical innovations that truly make a difference. Beyond technology, you'll be part of a culture that values talent as its greatest asset, empowering you to contribute to a mission that improves patient care worldwide.</p> <p>Ready to make an impact? Apply to be our next OR1 Customer Success Manager and help us build the future of MedTech together.</p> <p>#LI-KP1</p>