I. Job Purpose and Core Tasks

The Manager, Customer Success Utilization plays a critical role in: 1) managing overall customer satisfaction of installations 2) driving effective customer utilization of specific technology products post go live., within their respective regions 3) delivering a world class customer experience for large Video/OR1 projects as well as software utilization at defined accounts. The Manager, Customer Success Utilization reports to the Surgical Sales Executive Director.

The Manager, Customer Success Utilization will play the lead regional role in ensuring timely and accurate Operating Room installations, with hyper focus on customer success and satisfaction. This position is also responsible for developing and enhancing the skillsets and capabilities of utilization customer success resources so that they adequately meet or exceed the market's requirements. Additionally, the Manager, Utilization Customer Success Managers will work to maintain continuous horizontal alignment with the service and deployments verticals; together ensuring a best in class experience.

Excellence in managing a team that is expected to deliver on the following Performance Support:

People and Team Development:

• Develop a team of best in class customer support managers.

• Identify needed talent to support current and future needs of the business.

• Define training and development needs.

• Annually assign training programs for the team that develop their competencies as Customer Success Utilization Managers.

• Manage, coach and provide leadership to team to drive behavior consistent with excellent levels of customer service and support for all levels of customer engagement.

• Refine Process Maps for Installation protocol as needed.

• Refine templates as required for effective customer communication to customer pre/during and post installation/implementation for hardware and software products.

• Manage performance metrics for CSUM execution on process maps for each installation.

• Manage performance metrics for CSUM execution on providing proper written follow ups based on process map timing of written. communications to the customer via CSUM daily, weekly and monthly template documents.

Sales / Sales-Mkt Support:

• Create a culture of support during post-sales installation and implementation process.

• Create a culture of horizontal collaboration with sales, , including cross selling expansion opportunities and customer dynamics required for successful installation,as needed.

• Drive monthly collaboration with sales to ensure alignment on all customer deliverables to prevent a negative customer experience at the time of installation and post go live.

• Support other business development needs for sales and marketing as needed by management including assisting with sales support to close the sale.

• Plan and organize regional targets, objectives and goals to ultimately assist company with driving revenue expansion and software product expansion in territories deployed.

• Provide significant input into development of regional growth strategies pertaining to relevant regions, accounts and health systems.

Technical Experts:

• Support the technical development of the Utilization Customer Success team.

• Manage, engage and have an understanding of internal department input required for customer problem solving. situations.Demonstrate technical competencies by serving as an expert resource for the Utilization Customer Success team.

• Engage in outside training opportunities that allow for evolution oftechnical expertise of self and the team.

Collaborate with HR for all people related support needs:

• Working within company policies, assess performance levels of personnel and provide appropriate mentoring to grow each individual's capabilities while also managing poor performers.

• Provide ongoing coaching and mentoring to managers and staff.

• Create a culture that is aligned with the core values of KARL STORZ.

Customer Satisfaction:

• Drive and audit process improvements that ultimately impact customer satisfaction.

• Manage accountability within the team to process improvements supporting future growth.

• Ensure KARL STORZ maintains it's #1 ranking in Customer Satisfaction.

Customer Success:

• Turn customers into raving fans.

• Create a post install feedback loop between the Utilization Customer Success Manager and the Customer, audit delivery.

• Confirm customer product utilization post-install. Document utilization and provide feedback to customer to drive the value. experienced by the customer with our Video/OR1 and SW products.

II. Minimum Knowledge, Education, and Skill Requirements

Required

Minimum years of relevant work experience:

• A minimum of 5-7 years in OR/Video/Integration Sales or Service roles in the Operating Room.

• A minimum of 5-7 years in role requiring strong technical acumen.

• Proven experience in developing and manging a remote team.

• 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 showing technical aptitude is required or a Bachelor's degree plus 3 years of operating room or technical sales experience, or additional years of experience with required work experience.

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 50%.

Preferred hard skill requirements:

• Holistic understanding of Operation room process specific to utilization of Video & Integration during surgery.

• Possess knowledge in fundamental understanding of operating room protocol and common procedures including being able to effectively educate customer on product IFU's.

III. Essential Function

Has contact with:

• CSUM staff daily,

• Surgical OR1 Area Directors daily,

• Region Sales Managers, IDN Managers and Field Associates as required,

Physical requirement/Demands:

• Work in and around hospital personnel, sensitive medical equipment, and patients.

• Must work safely within the compliance parameters provided by each customer (hospital, health system).

IV. Core Requirements

• Degree of accountability:High

• Degree of decision making: High

• Financial/Budgetary: No

• Safety: This is a safety sensitive job.

• Quality:Adhere to KSEA OR1 Quality Requirements

• Supervision: 5-10

• 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. Must reside in approved geographic location for travel ease.

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