About this role
<p dir="ltr"><strong>About KARL STORZ</strong></p> <p dir="ltr">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 dir="ltr">As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.</p> <p dir="ltr"><strong>About the Role</strong></p> <p dir="ltr">The Customer Success Utilization Manager plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room/Video technologies (hardware and software) within their region. This role leads regional project management of post-installation deployment, partnering directly with customers to analyze usage trends and metrics, and designing customer-specific training, documentation, and strategic review plans that drive continued growth and utilization of the OR network. Acting as a subject matter expert consultant, this person will collaborate closely with the local sales team to ensure alignment on service and account growth.</p> <p dir="ltr">This role is based in the Los Angeles, CA area, supporting customer accounts throughout the region, with up to 80% travel depending on account needs.</p> <p dir="ltr"><strong>What You'll Do</strong></p> <p dir="ltr"><em>Utilization and Adoption Management</em></p> <ul dir="ltr"> <li>Consult with customers to build a customized strategy that drives understanding, utilization, and adoption of purchased products, bringing the value of their installation to life</li> <li>Design, plan, and execute utilization and adoption programs at large hospital accounts following video/OR1 installation</li> <li>Establish and track key customer metrics to drive utilization and build sustainable, custom growth plans across hospital enterprises</li> <li>Onboard, train, and educate physicians, clinicians, and users across all sites of care, expanding the user base for the product ecosystem</li> <li>Analyze data to maximize customer utilization of KARL STORZ software, OR1, and video products</li> <li>Host Quarterly Business Reviews with executive leadership to review utilization and adoption metrics and identify growth opportunities</li> </ul> <p dir="ltr"><em>Project Management & Deployment</em></p> <ul dir="ltr"> <li>Plan, oversee, and execute post-installation implementation protocols, providing documented feedback to enhance each customer's path to success</li> <li>Consult directly with customers to define the vision of success following hardware and software installation</li> <li>Lead technical deployment of software, hardware, video, and integration products</li> <li>Maintain regular, documented collaboration with internal teams via Salesforce</li> </ul> <p dir="ltr"><em>Customer Satisfaction</em></p> <ul dir="ltr"> <li>Ensure a best-in-class post-installation onboarding journey, backed by clear, consistent communication</li> <li>Monitor, collect, and report on customer feedback to identify process improvement opportunities</li> <li>Build and maintain strong working relationships with nurses, physicians, materials management, and administrative staff</li> </ul> <p dir="ltr"><strong>What You Bring</strong></p> <ul dir="ltr"> <li>A minimum of 2-3 years of experience in OR Sales or Service roles within the Operating Room, or 2-3 years in a role requiring strong technical acumen, or 1 year of KARL STORZ-specific Video and Integration Service/Support experience in the operating room</li> <li>A Bachelor's degree demonstrating technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or equivalent additional years of relevant experience</li> <li>Expert-level competency in video and OR1 room management, with strong working knowledge of how the full video and integration product portfolio functions together</li> <li>Willingness to travel up to 80% depending on the account, with a good driving record</li> <li>Comfort operating in and around hospital personnel, sensitive medical equipment, and patients</li> </ul> <p dir="ltr"><strong>What Will Make You Successful</strong></p> <ul dir="ltr"> <li>Outstanding personal leadership and intellectual curiosity</li> <li>Creativity in developing new approaches to improve the customer experience</li> <li>Excellent interpersonal and communication skills, with the ability to work effectively with executives across the company, partners, and clients</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>A proven track record working collaboratively in a matrixed environment, with strong multitasking skills</li> <li>Experience in the medical device or healthcare marketplace is a plus</li> <li>Demonstrated ability to teach and educate through a structured process model with clear short- and long-term objectives is a plus</li> <li>Experience designing and executing customer-informed implementation plans is a plus</li> </ul> <p dir="ltr"><strong>Why KARL STORZ?</strong></p> <p dir="ltr">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 dir="ltr">Ready to make an impact? Apply to be our next Customer Success Utilization Manager and help us build the future of MedTech together.</p> <p dir="ltr">#LI-KP1</p>