Clinical Customer Success Manager – OR Integration (Healthcare IT)
Location: Miami, FL - ONSITE
Employment Type: Full-Time
Salary: $120,000 USD + Comprehensive Benefits
About the Company
Our client is a global leader in AI-powered surgical technology, helping hospitals improve patient outcomes by connecting operating rooms through intelligent software, medical devices, and advanced analytics.
Their vendor-neutral platform integrates surgical workflows across pre-operative planning, intraoperative guidance, and post-operative analytics, enabling hospitals to deliver safer, smarter, and more efficient surgical care.
Position Overview
We are seeking a highly personable and technically capable Clinical Customer Success Manager – OR Integration to serve as the dedicated onsite representative supporting one of the nation''s leading cardiac hospitals in Miami.
This role is ideal for someone who thrives in a hospital environment, enjoys building trusted relationships with clinicians, surgeons, nurses, biomedical teams, and hospital IT staff, while also providing first-level technical support for integrated operating room technologies.
This is a highly visible customer-facing role where you will become the trusted advisor for the hospital''s surgical teams and act as the bridge between hospital staff and the company''s engineering and support teams.
What You''ll Do
Customer Success & Relationship Management
- Serve as the primary onsite contact for the hospital.
- Build strong relationships with surgeons, nurses, OR staff, biomedical engineering teams, hospital IT, and clinical leadership.
- Become the trusted advisor for all platform-related questions and issues.
- Ensure customers receive timely updates throughout issue resolution.
- Deliver an exceptional customer experience while maintaining long-term client satisfaction.
Technical Support & Troubleshooting
- Provide first-level technical support for integrated Operating Room technologies.
- Troubleshoot hardware, software, networking, AV systems, cameras, surgical displays, recording systems, and video routing equipment.
- Coordinate with internal engineering teams for issue escalation and resolution.
- Support networking activities including IP addressing, VLANs, subnet masks, switch ports, and connectivity troubleshooting.
- Perform firmware updates, hardware replacements, and configuration changes.
Documentation & Incident Management
- Manage incidents from creation through resolution using ticketing systems.
- Document troubleshooting steps, root cause analysis, and resolutions.
- Maintain technical documentation, SOPs, runbooks, and system inventories.
Training & Collaboration
- Train clinicians and hospital staff on system usage.
- Create user guides and quick-reference documentation.
- Collaborate with engineering, implementation, customer success, and support teams to continuously improve customer experience.
Required Qualifications
- Bachelor''s degree in Biomedical Engineering, Clinical Engineering, Information Technology, Computer Science, or a related technical field.
- 3+ years of experience supporting healthcare technology, clinical applications, OR integration, healthcare IT, biomedical engineering, or similar customer-facing technical roles.
- Experience working within hospitals, surgical environments, operating rooms, or other clinical settings.
- Strong customer relationship management and stakeholder engagement skills.
- Excellent verbal and written communication skills.
- Ability to work independently while managing multiple priorities.
- Experience troubleshooting hardware, software, networking, and AV technologies.
Required Technical Skills
- Basic networking fundamentals (TCP/IP, VLANs, DNS, DHCP, LAN/WAN, subnetting)
- Operating Room integration technologies
- Surgical video systems
- Medical-grade displays and cameras
- Audio-Visual (AV) systems
- Video routing and streaming
- Hardware troubleshooting
- Software troubleshooting
- Server and endpoint support
- Ticketing systems
- Root Cause Analysis (RCA)
- Technical documentation
- SOP creation
- Firmware upgrades
- Hardware installation and replacement
Preferred Qualifications
- Experience supporting integrated Operating Rooms (OR).
- Experience with Biomedical Engineering or Clinical Engineering teams.
- Knowledge of Crestron or AV control systems.
- Experience supporting Epic or other EMR/EHR platforms.
- Familiarity with healthcare networking environments.
Ideal Candidate Profile
We are looking for someone who is:
- Highly personable and relationship-driven
- Customer-first with exceptional interpersonal skills
- Comfortable interacting with surgeons, physicians, nurses, executives, and hospital leadership
- Calm under pressure in fast-paced clinical environments
- Self-motivated with strong ownership and accountability
- Organized with excellent documentation habits
- Passionate about delivering outstanding customer experiences
Work Environment
- 100% Onsite in Miami, FL
- Hospital Operating Room environment
- Occasional evening or weekend support during scheduled maintenance or surgical activities
- No relocation assistance available
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