Clinical Customer Success Manager

Role :                  Clinical Customer Success Manager
Department:        Clinical Transformation
Location:             Miami, FL
Job Summary
Seeking a Clinical Customer Success Manager – OR Integration to serve as our on-site presence at a strategic Miami customer site. This is a customer-facing engineering role: roughly half of the work is the proactive management of the client''s relationship, and the other half is hands-on technical ownership of the platform deployed on-site.
The successful candidate combines a customer-first orientation, strong personal agency, and disciplined communication with hands-on aptitude across surgical video integration, audio-visual systems, hospital networking, and server and endpoint platforms. The candidate must reside in Miami, FL, as no relocation assistance is provided.

Essential Duties and Responsibilities

Customer Engagement & Client Management:

• Serve as the customer’s primary on-site point of contact for the platform; build trusted relationships with clinical leadership, biomedical engineering, surgeons, and OR staff.
• Maintain a proactive communication cadence with the customer’s technical lead, including a recurring status touchpoint covering open issues, resolutions, planned activity, and risks.
• Project calm, structured professionalism in high-acuity moments; read the customer’s temperature accurately and represent as one unified team.

Ticket Management & Documentation:

• Own the full lifecycle of issues in Zendesk: open promptly, classify against the contractual SLA, document troubleshooting in the ticket in real time, and drive to a verified, communicated closure.
• Maintain a current room-by-room catalog of system configurations, hardware revisions, firmware levels, and signal flow.
• Author and maintain runbooks, SOPs, and troubleshooting playbooks that build the role for future on-site personnel.

Training & Education:

• Train clinical and technical staff on the use and operation of the integrated OR systems.
• Develop user guides and quick-reference materials tailored to surgeons, OR staff, and the customer’s technical team.

Collaboration & Continuous Improvement:

• Partner with the broader Customer Experience organization — support operations, escalation management, engineering, and implementation — within defined escalation paths.
• Provide engineering teams with precise, reproducible escalation information (symptoms, conditions, logs, room and source/destination identifiers, steps attempted).
• Take initiative in a fast-paced, frequently changing environment; absorb new firmware, configurations, and operational standards as they emerge and contribute to support-maturity initiatives.

Technical Support & Troubleshooting:

• Provide hands-on 1st tier technical support and root cause analysis across the deployed OR-X platform: hardware / software, capture and decoder hardware, surgical video routing, displays, cameras, and audio.
• Practice disciplined diagnostic methodology — reproduce, isolate variables source-to-destination, document each step, validate the fix — and avoid fix-without-RCA closures whenever practical.
• Coordinate with hospital IT on networking and connectivity (cabling, switch ports, VLANs, IP changes, security policy); perform hardware swaps, configuration changes, and firmware updates per change-management standards.

All other duties as assigned.

Job Requirements

Education & Experience:

• Bachelor’s degree in Biomedical Engineering, Clinical Engineering, Computer Science, Information Technology, Audio-Visual Engineering, or a related technical field.
• 3+ years of experience in clinical applications engineering, healthcare IT support, OR integration, AV systems integration, or a comparable on-site customer-facing technical role.

Customer Engagement & Behavioral Skills:

• Executive-level professionalism and composure under pressure with surgeons, hospital administration, and customer technical leadership.
• Strong personal agency: takes initiative, owns issues end-to-end, operates effectively without close supervision.
• Disciplined written and verbal communicator; able to translate technical detail to clinical and non-technical stakeholders, and clinical observations into reproducible technical issues.
• Documentation discipline: treats the ticket and the runbook as part of the deliverable, not an afterthought.

Technical Skills:

• Basic Networking fundamentals: LAN/WAN, VLANs, switching, routing, IP addressing, DNS, DHCP, firewalls, and basic security; comfort partnering with hospital IT.
• Hands-on surgical video integration: capture, routing, encoding, decoding, recording, and streaming; troubleshooting medical-grade displays, cameras, microphones, and in-room audio.
• AV control systems and room automation (e.g., Crestron touch-panel control); experience coordinating with third-party AV integrators is a plus but not required
• Familiarity with clinical systems and EMR/EHR integration (e.g., Epic) and clinical data workflows is a plus but not required

Working Conditions

• Must reside in FL; no relocation assistance is provided.
• Full-time, on-site at the customer location; occasional after-hours and weekend support for surgical schedules and planned change windows.
• Employment is contingent on successful completion of hospital onboarding requirements, including background screening, drug testing, and vendor credentialing (e.g., immunization records and facility badging) required for on-site OR access.
• laptop; personal smartphone required with standard stipend.

Physical Requirements

• Frequently stands, walks, and moves throughout OR suites and equipment/server rooms for extended periods.
• Lifts and positions equipment up to approximately 40 lbs; racks servers and performs hands-on hardware work in a live OR environment