Customer Success Utilization Manager - New Jersey

KARL STORZ

About The Position

KARL STORZ is seeking a regional Customer Success Utilization Manager (CSUM) to drive adoption, utilization, and long-term customer success for its Operating Room Integration and Video Technologies. Based in New Jersey, the role supports customers throughout the assigned region and involves extensive travel to customer sites, sometimes outside the state. The CSUM serves as a trusted advisor to hospitals, physicians, clinicians, executive leadership teams, and internal stakeholders. The role combines technical expertise, project management, customer-facing consulting, training, and relationship building to help healthcare organizations maximize the value of OR1 and video integrations after installation and achieve measurable outcomes through technology utilization and adoption. The position includes managing onboarding and go-live activities, advising on deployment and change management, providing technical and workflow guidance, and delivering tailored education. The manager also reviews utilization metrics, leads Quarterly Business Reviews, develops strategic recommendations, and collaborates with Sales, Service, and Customer Success teams to support account growth, retention, and customer satisfaction.

Requirements

Bachelor's degree with demonstrated technical aptitude, or an equivalent combination of education and experience.
Minimum 2–3 years of experience in operating room sales or service, a technical customer-facing role requiring strong technical acumen, or KARL STORZ Video and Integration Service/Support.
Strong project management and customer relationship management capabilities.
Experience training, educating, or consulting with customers.
Excellent presentation, communication, organizational, and problem-solving skills.
Ability to work effectively in a matrixed environment and collaborate across functions.
Willingness and ability to travel extensively throughout the assigned region, up to 50% or more based on customer and business requirements.
Valid driver's license and satisfactory driving record.

Nice To Haves

Experience in the medical device, healthcare, operating room, audiovisual, or integration technology industry.
Advanced knowledge of clinical workflows and operating room processes.
Experience designing implementation plans and driving successful customer adoption programs.
Experience analyzing utilization metrics and translating data into action plans.
Knowledge of software adoption strategies and change management principles.
Passion for helping customers achieve measurable results through technology.
Strong leadership presence and consultative communication skills.
Intellectual curiosity and a desire to continuously learn and improve.
Ability to thrive in fast-paced, evolving environments.
Exceptional customer focus and relationship-building capabilities.
Creativity in developing innovative adoption and utilization strategies.
Confidence working with executive leaders, clinicians, and technical stakeholders.
Commitment to collaboration, accountability, and customer satisfaction.

Responsibilities

Develop customized onboarding and utilization strategies to help customers realize the value of OR1 and video technology investments.
Create and execute customer-specific adoption plans to increase engagement and technology utilization.
Analyze customer usage metrics and trends to identify opportunities for growth and optimization.
Establish key performance indicators and business plans that support long-term adoption and success.
Manage customer onboarding, go-live activities, and post-installation implementation plans.
Monitor project milestones and support successful deployment and utilization of hardware and software solutions.
Review, update, and maintain onboarding documentation and customer success plans.
Guide customers through deployment and change management initiatives as a strategic consultant.
Build regional expertise in KARL STORZ video systems, OR1 integration platforms, software applications, and operating room workflows.
Provide product expertise and consultative guidance on technology utilization and best practices.
Support software upgrades, technology enhancements, and adoption of new system capabilities.
Educate customers on clinical workflows and procedural applications that maximize technology effectiveness.
Train physicians, clinicians, nurses, administrators, and support staff across multiple care settings.
Design and deliver training programs customized to customer needs and technology configurations.
Onboard additional users throughout customers' healthcare networks and provide ongoing education to sustain utilization and engagement.
Facilitate Quarterly Business Reviews with customer leadership teams.
Present utilization metrics, adoption trends, and strategic recommendations.
Collaborate with Sales, Service, and Customer Success teams to support account growth and customer retention.
Maintain relationships with clinical and administrative healthcare stakeholders.
Collect and analyze customer feedback to identify opportunities for continuous improvement.
Help provide customers with a high-quality onboarding journey and advocate for their success throughout the relationship lifecycle.