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Relationship Manager

Company: KARL STORZ Endoscopy - America
Location: Santa Monica
Posted on: June 12, 2022

Job Description:

Company: KARL STORZ Endoscopy-America, Inc. (KSEA)

Job Code: 12626

Pay Grade: US-C14


KARL STORZ SE & Co. KG based in Tuttlingen, Germany, is a family-owned, global company committed to benefiting humanity by advancing medical technology through innovation and education.

For more than 75 years, KARL STORZ has been dedicated to earning its international reputation as a leader that designs, engineers, manufactures, and markets all its products with an emphasis on visionary design, precision craftsmanship, and clinical effectiveness.

The KARL STORZ Customer Support Department leads the organization in creating innovative solutions, processes and technology that make it effortless for the customer and easy for employees to execute.
If you are seeking to join a dynamic organization that has been J.D. Power certified for the past nine years and you think you have what it takes to deliver an extraordinary customer experience - then we urge you to consider joining our team. These are great career opportunities where you are interacting with 16+ functional business groups and learning the medical device and healthcare industry at the same time.

We have several open positions and are looking for candidates who are/have:

  • critical thinkers & problem solvers
  • the heart to serve others because our products save lives
  • positive disruptors who strive to find alternative solutions
  • individuals with the desire to grow in a thriving global organization
    Join a dynamic team with a remote work policy that allows the flexibility to work three days from home and two days in the office or on a rotational schedule of one week from home and one week in the office.


    Key responsibilities will include, but may not be limited to:
    • Liaison to the field and internal departments to help the sales reps gain control of their respective territories.
    • Responsible for all customer communications, conflict resolution, and compliance on customer deliverables and revenues. (i.e. invoice issues)
    • Reviews all major deliverables (i.e. orders > 100K, lease orders, OR1 orders) to ensure quality standards and customer expectations are met.
    • Ensures that customer issues are dealt with in an efficient manner, informing the Operations Manager or CS Director of any problems that may arise.
    • Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
    • Builds and maintains strong, long-lasting customer relationships.
    • Develops a trusted advisor relationship with key accounts, customer stakeholders and sales colleagues
    • Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel
    • Works closely with the Credit Department in ensuring that customer's accounts are in good standing.
    • Works closely with Repair Services to ensure customer's contracts are renewed on time for special repair pricing.
    • Organizes meetings as necessary to respond to customer's needs.
    • Works closely with External Support Account Coordinators and Case Managers in order to maintain a continuous knowledge of order status in order to identify potential issues and/or opportunities within or related to the order.
    • Ensures that all processes and procedures are completed, quality standards are met, and that orders are profitable.
    • Identifies opportunities for account growth and new business, involving the sales teams, Operations Manager, and CS Director.
    • Clearly communicates the progress of monthly/quarterly initiatives to internal and external stakeholders.
    • Forecasts, tracks, and reports on key account metrics.
    • Communicates the customer's goals and represents the customer's interests to the Customer Support team.
    • Provides regular two-way communication between the customer and team, to provide strong team representation and set proper customer expectations.
    • Understanding of company capabilities and service, and effectively communicates all offerings to the customer.
    • Reports to Operations Supervisor, providing regular input on all account activity, including status and call reports on a weekly basis.
    • Assists with high severity requests or issue escalations as needed.
    • Maintains high customer and colleague satisfaction ratings that meet company standards.

      Our successful candidate will have excellent written and spoken business communication skills. They will also have demonstrated success working in a collaborative, service-oriented team environment.
      • A minimum education level of Bachelor's Degree or a minimum of 7 years of account management, client services, or other relevant experience
      • Proven Account Management skills required in order to create, maintain and enhance customer relationships.
      • Self-motivated, goal-oriented, persistent and a skilled negotiator.
      • Experience in delivering client-focused solutions based on customer needs.
      • Motivated, goal-oriented, persistent and a skilled negotiator.
      • High level of initiative and work well in a team environment.
      • Excellent written and oral communication skills with a demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
      • Excellent listening, negotiation and presentation skills.
      • Handles stressful situations and deadline pressures well.
      • Plans and carries out responsibilities with minimal direction.
      • Technical skills: MS Outlook, MS Word, MS Excel, and MS PowerPoint. SAP experience, and intermediate MS Excel proficiency is an advantage.
      • Role requires the ability to work as needed overtime (mostly with advanced notice depending on business needs and deadlines).


        Vaccine requirements at KARL STORZ due to COVID-19
        KARL STORZ is committed to maintaining a safe work environment for our employees and therefore we require the COVID-19 vaccine for all of our employees unless otherwise due to an underlying medical condition or sincerely held religious beliefs. During the interview process, we encourage you to ask how COVID-19 may impact the role you are seeking and if you require a reasonable accommodation regarding the vaccine requirement see below on the process for requesting accommodation. Please click here to learn more about our overall response to COVID-19.

        Employee Benefits Program Overview for U.S. Locations
        • Medical / Dental / Vision including a state of the art wellness program and pet insurance, too!*
        • 3 weeks' vacation, 10 holidays plus paid sick time*
        • 401K retirement savings plan providing a match of 60% of the employee's first 6% contribution
        • Section 125 Flexible Spending Accounts
        • Life, STD, LTD & LTC Insurance
        • Tuition reimbursement of up to $5,250 per year
        • Fitness reimbursement up to $200 annually
        • Employee referral program of up to $2,000 per hire
        • And much more!
          *Field sales, internships and part-time employees are not eligible except for where required by state law.
          Non-employees, including temporary workers and consultants, are not eligible to participate in KARL STORZ benefits program.

          KARL STORZ reserves the right to change or modify the employee's job description whether orally or in writing, at any time during the employment relationship. Additionally, KARL STORZ, through its supervisors, may require an employee to perform duties outside their normal description within the sole discretion of the supervisor. Employee must comply will all applicable KARL STORZ policies and procedures.

          Equal Employment Opportunity & Reasonable Accommodation Statement
          KARL STORZ is committed to creating an inclusive space where employees are valued for their skills and unique experiences. To achieve this goal, we are committed to diverse voices and all applicants will receive consideration without regard to race, color, sex, national origin, disability, veteran status or any other protected characteristic. KARL STORZ is also committed to providing reasonable accommodations during our recruitment process. Should you need assistance or accommodation please email us at

          Notice to Employment Agencies
          This recruitment assignment is being managed directly by KARL STORZ's Human Resources team. Human Resources will reach out to our preferred, contracted agency partners in the rare instance additional talent options are required. Your respect for this process is appreciated. KARL STORZ does not accept unsolicited Agency resumes. Resumes received which were unsolicited by KARL STORZ Human Resources department will be ineligible for referral fees.Required
          Job Industries
          • Customer Service

Keywords: KARL STORZ Endoscopy - America, Santa Monica , Relationship Manager, Executive , Santa Monica, California

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