Customer Success Utilization Manager

Customer Success Utilization Manager - Boston, MA

About KARL STORZ

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.

As an independent, family-owned MedTech company, we ambitiously think in generations instead of quarters to improve patients' lives around the world.

About the Role

The Customer Success Utilization Manager plays a critical role in managing the overall success, effectiveness, and adoption of installed Operating Room and Video technologies within their respective region. This role delivers key roadmaps for brand growth, serving as a subject matter expert consultant who provides customized, strategic guidance to expand product impact and technological capability within the market. The Customer Success Utilization Manager reports to the Manager, Customer Success Utilization.

The CSUM plays the lead regional role in project managing timely, effective post-installation of Operating Room and Video Tower systems. This person investigates and analyzes customer usage trends and metrics to design and implement customer-specific project mapping, documentation, and training that optimizes and expands the customer's use of the operating room network. As the domain expert, the CSUM also develops individualized strategic review plans to ensure continued network growth, and collaborates closely with the local sales team to align on service and account growth.

This role is based in Boston, MA.

What You'll Do

Onboarding: Project Management

• Act as advisor to drive adoption and utilization of electromechanical products, determining customer-specific education needs and developing custom training plans based on individual needs analysis and metrics review.
• Demonstrate deployment excellence through high adoption rates compared to benchmarks.
• Review, update, and develop onboarding documentation.
• Manage post-installation, go-live, and onboarding progress, consulting with customers to support their post-install deployment plan.
• Lead proper technical deployment of software, hardware, video, and integration products.

Utilization & Adoption Management

• Onboard, train, and educate physicians, clinicians, and users at all sites of care, adding and training additional users to the product ecosystem.
• Provide customized training for on-site users based on the specific products deployed and user needs.
• Effectively present and demonstrate KARL STORZ key product procedural applications.
• Provide domain expertise on hardware and software adoption and use cases, including software upgrades and remote upgrades.
• Analyze data to maximize utilization of KARL STORZ software, OR1, and video products.
• Host Quarterly Business Reviews with executive leadership at customer sites to review utilization and adoption statistics and identify tools that impact growth.
• Establish and maintain strong working relationships with nurses, physicians, materials management, and administrative personnel.

Subject Matter Expertise

• Maintain expert competency in how the entire video and integration product portfolio integrates and functions.
• Maintain expert competency in video and OR1 room management.
• Understand the basics of operating room protocol and flow.

Customer Experience & Collaboration

• Consult directly with customers to define the vision of project success following hardware and software installation.
• Collaborate cross-functionally with regular, documented updates in Salesforce.
• Ensure customers experience a best-in-class post-installation onboarding journey, including clear, well-documented communication.
• Monitor, collect, and report on customer feedback post-installation to identify process improvement opportunities.
• Help maintain KARL STORZ's #1 ranking in customer satisfaction by turning customers into advocates.

What You Bring

• A minimum of 2-3 years in OR sales or service roles, or 2-3 years in a role requiring technical acumen, or 1+ year of KARL STORZ-specific video and integration service/support experience in the operating room.
• A Bachelor's degree showing technical aptitude, or a Bachelor's degree plus 3 years of operating room or technical AV experience, or additional years of relevant experience in place of a degree.
• Willingness to travel up to 50-80% or more throughout the year, depending on the account, to customer sites including hospitals, operating rooms, laboratories, and surgery centers. Good driving record required.
• Ability to work in and around hospital personnel, sensitive medical equipment, and patients; this is a safety-sensitive position.
• Knowledge and experience in the medical device and/or healthcare marketplace is a plus.

What Will Make You Successful

• Demonstrated outstanding personal leadership and a true team-player mindset, with strong interpersonal skills across internal and external executives.
• Intellectual curiosity and creativity in developing new approaches to improve the customer experience.
• A sense of urgency and healthy impatience with the status quo.
• Excellent, proven communication and organizational skills, with the ability to multitask effectively.
• Highest standards of ethical behavior.
• Comfort operating in ambiguous or high-stress situations.
• Track record of working collaboratively in a matrixed environment.
• Track record in customer satisfaction and process-oriented roles; enjoys bringing new functionality to customers.
• Holistic understanding of demonstrating software utilization in a logical, easy-to-follow manner.
• Demonstrated ability to teach and educate through a process model with targeted short- and long-term objectives.
• Ability to design an implementation plan with customer input and execute against it.
• Advanced knowledge of OR and clinical processes.

Why KARL STORZ?

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.

Ready to make an impact? Apply to be our next Customer Success Utilization Manager and help us build the future of MedTech together.

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