AV Project Management and Customer Success - Portland / Seattle / Northern California
Company: Disability Solutions
Location: El Segundo
Posted on: May 3, 2024
Job Description:
This role will have to reside in one of the following locations
: Portland + Seattle + Northern California 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
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 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 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 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 it's #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 install is reported through
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 Minimum Knowledge,
Education, and Skill Requirements:RequiredMinimum 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 recordersEssential Function: Has contact with:
- Inside and outside the company staff
- Physical requirement/Demands:
- Work in and around hospital personnel, sensitive medical
equipment, and patients. 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
- 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. #LI-NM1Your Benefits
- Medical / Dental / Vision including a state-of-the-art wellness
program and pet insurance, too!*
- 3 weeks vacation, 11 holidays plus paid sick time*
- Up to 8 weeks of 100% paid company parental leave**
- 401(k) retirement savings plan providing a match of 60% of the
employee's first 6% contribution (up to IRS limits)
- Section 125 Flexible Spending Accounts
- Life, STD, LTD & LTC Insurance
- We prepay your tuition up to $5,250 per year! - Tuition
pre-imbursement
- 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. Employees must comply will all applicable KARL STORZ
policies and procedures.Credentialing requirements at KARL
STORZKARL STORZ is committed to maintaining a safe work environment
for our employees and customers. Most field-based roles at KARL
STORZ require hospital credentialing/health screens as a condition
of employment. Credentialing can include required vaccinations,
health screens & other requirements as outlined by our customers.
During the interview process, we encourage you to ask how
credentialing/health screens may impact the role you are seeking
and if you require any reasonable accommodations regarding these
requirements.Pay TransparencyThe pay 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.Equal Employment Opportunity &
Reasonable Accommodation StatementKARL 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 taoperations@karlstorz.com.Get in
Contact
Keywords: Disability Solutions, Bellflower , AV Project Management and Customer Success - Portland / Seattle / Northern California, Executive , El Segundo, California
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