Customer Success Manager

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Collaborate with the sales team on proposal creation and precise estimation as required.

• Engage monthly with sales to ensure alignment on customer deliverables and to avoid any negative impact on gross profit.

• Assist with various business development initiatives for sales and marketing as directed by management.

• Maintain a high level of expertise in the integration product portfolio and its functionalities.

• Complete all assigned training through the OR1 training department and seek additional training opportunities to enhance technical knowledge.

• Exhibit technical proficiency through successful installations, achieving minimal service tickets during the warranty period and low change orders per project compared to national standards.

• Comprehend the fundamentals of hospital construction while maintaining advanced knowledge in cable management and termination.

• Facilitate project planning sessions and oversee project progress to ensure deadlines are achieved.

• Cultivate relationships with clients and stakeholders throughout the project's lifecycle.

• Manage all incoming and outgoing project documentation, and create risk mitigation strategies for each project.

• Ensure timely project delivery within budget and in accordance with national KPI standards for Customer Success.

• Guarantee that customers receive a top-notch installation experience, characterized by clear and well-documented communication.

• Monitor, gather, and report customer feedback post-installation to identify opportunities for process enhancements, actively seeking to address any negative feedback.

• Contribute to maintaining KARL STORZ's top ranking in customer satisfaction by transforming customers into lifelong advocates.

• Provide customer training promptly and thoroughly, and document product usage following installation.

⛳️ Requirements

• 3–5 years of experience in consulting, project delivery, or project management.

• 5–7 years of experience in a role that demands technical expertise in AV or IP.

• Experience in managing projects and programs in the field.

• A Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field, or 5 years of relevant experience in lieu of a degree.

• Willingness to travel up to 90%, with a clean driving record.

• Capability to work in environments with hospital personnel, sensitive medical equipment, and patients; this position is safety-sensitive.

• Experience and knowledge in the medical device and/or healthcare sector is advantageous.

• Comprehensive understanding of cable terminations and handling methods (such as cable pull, solder, crimp, compression, and punch-down connections for audio, video, network, control, and power devices) is a plus.

• Broad understanding of cable media types (Coax, Mini-Hi-Res, Copper, Multi-Conductor, CAT-5/6, and Fiber Optic) is a plus.

• In-depth 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.

🏝️ Benefits

• Medical, Dental, and Vision coverage, including a cutting-edge wellness program and access to pet insurance.

• Accrual of 3 weeks of vacation for full-time positions, along with paid holidays and sick time.

• Up to 8 weeks of fully paid company parental leave, covering maternal/paternal leave, adoption, and fostering of a child.

• 401(k) retirement savings plan with a match of 66.67% (4%) on the employee’s first 6% contribution (subject to IRS limits).

• Section 125 Flexible Spending Accounts.

• HSA Savings Accounts with company contributions.

• Life, STD, and LTD Insurance.

• Tuition reimbursement up to $5,250 per year!

• Fitness reimbursement of up to $200 annually.

• And much more!