National Manager, A/V Project Management and Customer Success - Multiple US loca

Karl Storz - El Segundo, CA

Full-time - Senior

El Segundo, CA

Miscellaneous Manufacturing

About the position

The National Manager, OR1 Customer Success plays a critical role in managing the overall growth, effectiveness, and profitability of Operation Room installation projects while building the organization's delivery competency in world-class customer service. This position is pivotal in ensuring timely and accurate Operating Room installations, with a hyper focus on customer success and satisfaction. The National Manager will also be responsible for developing and enhancing the skillsets and capabilities of customer success resources to meet or exceed market requirements. Continuous horizontal alignment with installation and deployment verticals is essential to ensure a best-in-class experience for customers. In this role, the National Manager will support the pre-sales process to ensure sales success and effective alignment of customer deliverables. They will plan and deliver all product installations on-time and within profitability guidelines while delivering an exceptional customer experience. The manager will identify, execute, and audit customer success process changes that positively impact project outcomes, ensuring customers experience a best-in-class installation with excellent communication throughout the process. Additionally, the National Manager will focus on customer success by ensuring customers understand, utilize, and leverage the products purchased, bringing to life the value of their installation. They will identify and build the appropriate skills and capabilities within the team to meet current and future client needs while maintaining a stable employee base. This role requires a commitment to creating a culture of support, collaboration, and continuous improvement within the organization.

Responsibilities

• Support the pre-sales process to ensure sales success and effective alignment of customer deliverables.
• Plan and deliver all product installations on-time and within profitability guidelines while delivering an exceptional customer experience.
• Identify, execute, and audit a customer success process change that positively impacts on-time, on-budget, and profitable projects.
• Ensure customers experience a best-in-class installation, which includes best-in-class communication.
• Ensure customers understand, utilize, and leverage products purchased, bringing to life the value of their installation.
• Identify and build the appropriate skills and capabilities to meet current and future client needs while maintaining a stable employee base.

Requirements

• A minimum of 10-15 years in consulting, project delivery, or project management.
• Track record of growing a team of at least 20.
• Field-based project and program level management experience.
• Recent 'customer experience' management experience.
• Demonstrated 'customer success' management experience.
• Comfort in ambiguous or high-stress situations.
• Track record of working collaboratively in a matrixed environment.
• Track record in project/process improvement.
• Knowledge and experience in the medical device and/or healthcare marketplace preferred.
• A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering or related degree is required.

Nice-to-haves

• 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.
• Highest standards of ethical behavior.
• Excellent at multitasking.

Benefits

• Health insurance coverage
• 401k benefit for retirement savings plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling options