Regional Manager, OR1 Customer Success - East

KARL STORZ

5d•Hybrid

About The Position

The Regional Manager, OR1 Customer Success is responsible for leading a team of Customer Success Managers while ensuring the successful execution of Operating Room (OR1) integration projects throughout an assigned region. This role is focused on delivering world-class customer experiences by ensuring installations are completed on time, within budget, and to the highest quality standards. Reporting to the National Manager, OR1 Customer Success, you'll oversee regional installation operations while partnering closely with Sales, Service, Deployments, and Technical teams to create a seamless customer journey—from pre-sales planning through post-installation adoption. In addition to operational leadership, you'll coach and develop a high-performing remote team, drive continuous process improvements, and ensure customers fully realize the value of their OR1 investment. This is a field-based leadership role with approximately 50% travel throughout the United States, Canada, and Mexico.

Requirements

Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field; or equivalent experience with the required technical expertise.
3–5 years of experience in consulting, project delivery, or project management.
5–10 years of experience in a technically focused role involving audiovisual (AV), networking (IP), or integrated technology solutions.
Proven experience leading and developing remote teams in a field-based environment.
Strong background managing complex projects while working within cross-functional, matrixed organizations.
Demonstrated success driving process improvements and operational excellence.
Excellent communication, leadership, organizational, and interpersonal skills.
Ability to travel up to 50% throughout the U.S., Canada, and Mexico and meet hospital credentialing requirements.

Nice To Haves

Experience within the medical device, healthcare, healthcare technology, or integrated operating room environment.
Strong technical understanding of integrated AV, networking, cable infrastructure, and operating room technology.
Ability to balance customer expectations, business priorities, and project profitability while delivering exceptional service.
A collaborative leadership style that develops talent, fosters accountability, and builds high-performing teams.
Strong business acumen with the ability to navigate ambiguity and make sound decisions in fast-paced environments.
A passion for continuous improvement, customer success, and creating lasting partnerships that extend beyond installation.

Responsibilities

Lead and develop a regional team of Customer Success Managers, providing coaching, mentoring, and performance management.
Oversee Operating Room integration projects to ensure installations are completed on time, within budget, and deliver an exceptional customer experience.
Partner with Sales during the pre-sales process to support project planning, proposal development, and customer expectations.
Collaborate cross-functionally with Service, Deployments, Engineering, and Sales to ensure alignment throughout each project.
Drive customer satisfaction by establishing best-in-class communication before, during, and after every installation.
Monitor key performance indicators, including revenue, profitability, customer satisfaction, project execution, and operational efficiency.
Develop team training plans and strengthen technical capabilities to support current and future business needs.
Identify opportunities to improve operational processes while driving accountability and continuous improvement across the region.
Serve as a technical resource for the Customer Success team, providing guidance on integrated operating room technologies and installation best practices.
Ensure customers successfully adopt and maximize the value of their OR1 solutions following installation.