Clinical Product Liaison (Customer Success), Digital & Automation

Siemens Healthineers

About The Position

The D&A Clinical Product Liaison (CPL) in Digital & Automation at Siemens Healthineers works closely with customer-facing teams to enhance customer retention, satisfaction, and growth. The CPL is a clinical subject matter expert for designated Clinical and Efficiency products, providing clinical and analytical support to both customers and the Customer Excellence team. This individual acts as the main point of contact between Clinical & Efficiency Product Managers, ensuring effective communication, sharing product updates, and facilitating internal education to empower the Customer Excellence team. Collaboration with Customer Success Managers (CSMs) and Customer Engagement Managers (CEMs) helps uncover opportunities for Siemens solutions, while the CPL stays informed about trends in healthcare and radiology. The CPL oversees and improves the customer engagement process for teamplay, focusing on customer adoption, retention, success stories, and reference ability. Responsibilities include gathering and prioritizing customer feedback, communicating improvement opportunities, and maintaining a consistent positive experience for customers. This role is responsible for ensuring customers achieve and recognize measurable value from their use of our software solutions by driving improved usage, adoption, and integration into both clinical and administrative workflows. Additionally, the CPL acts as an internal product leader—supporting, mentoring, and developing the Customer Engagement Managers to build and maintain proficiency in the teamplay suite.

Requirements

Strong ability to identify, prioritize, and resolve customer and internal issues with accountability.
Skilled in communication and collaboration across organizational boundaries in a matrix environment.
Excellent documentation skills with attention to detail; capable of performing root cause analysis.
Deep understanding of radiology and procedural workflows.
Self-motivated and adaptable in a fast-paced, evolving healthcare environment.
Results-oriented with strong problem-solving and conflict resolution skills.
Entrepreneurial mindset with a passion for customer success and Digital & Automation excellence.
Able to prioritize effectively in a complex, multi-tasking environment.
Experienced in managing challenging customer situations with a structured, customer-focused approach.
Skilled in data analytics and visualization software; experience with QlikSense is a plus.
Solid foundational knowledge of relational database principles.
Ability to understand and apply SQL.
10+ years in a customer-facing role within diagnostic medical imaging.
BS/BA in business or healthcare, or equivalent education and experience.
Radiology workflow experience required.
Strong knowledge of medical terminology.

Nice To Haves

Experience with process improvement and Voice of the Customer initiatives preferred.
Familiarity with Project Management or SCRUM methodologies is a plus.
Data analysis experience is optional but recommended.

Responsibilities

Build strong relationships with the Customer Excellence team and serve as the main contact for Clinical & Efficiency Product Managers.
Communicate clearly, escalate product issues promptly, and keep documentation up to date.
Develop training modules and support post-sale adoption of products.
Advocate for customer needs, share best practices, and assist with QBRs and reporting.
Identify risks and suggest mitigation strategies.
Promote new features and articulate workflow best practices to customers and the Customer Engagement team.
Ensure customers are achieving value from clinical and efficiency D&A products by optimizing usage.
Align software with customer goals and address any adoption gaps or workflow opportunities.
Work with Customer Excellence to drive growth and expansion.
Develop customer success stories for business references.
Gather and relay customer feedback to improve processes.
Promote centralized data practices for accurate reporting.
Create materials and resources for the Customer Excellence team.