Customer Success Manager, Point of Care Diagnostics- Remote based out of Los Angeles, CA (territory California)

Siemens Healthineers

104d • $95,300 - $143,000

About The Position

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions. The Customer Success Manager is a field position based out of the Los Angeles, CA area to support California. This key role that supports our growing business by providing excellent customer support to increase, and maintain, customer loyalty that delivers continual product retention and customer feedback scores at or ahead of promoted classification.

Requirements

• Bachelor’s degree or equivalent in a biological science, nursing, or respiratory therapy.
• 4+ years of work history as a medical technologist, point of care coordinator, respiratory therapist, or nurse is preferred.
• Point of care testing experience, either end user or oversight is required.
• Specific experience using Blood Gas Analyzers strongly preferred.
• Experience project management within a hospital or laboratory setting.
• Outstanding oral, written and presentation communication skills that can be applied to customers.
• Ability to demonstrate strategic critical thinking and focused, executable decision making.
• Highly organized, able to manage multiple tasks and projects simultaneously.
• Must be able to travel throughout designated territory to customer sites and other business locations in the USA as required.

Responsibilities

• Support new and existing Siemens Healthineers customers with implementations, training, and troubleshooting.
• Work with customers to identify customer needs and requirements regarding training and verification/validation requirements.
• Develop and coordinate the customer training, implementation, and go-live plan to ensure customer implementation timelines are met.
• Act in project management capacity with customers for implementations, go-live installations and support of informatics / middleware connectivity with POC devices.
• Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers towards to increase the use of our Point of Care (POC) products.
• Assist the customer in establishing & maintaining standardizations, standing orders and best practices post go-lives.
• Identify and communicate potential 'at risk' customers to the appropriate Siemens stakeholder.
• In partnership with the Account Executive, perform regular business reviews at required intervals including the assessment of error rates, reagent and consumable ordering, service contract management, customer satisfaction, potential unmet needs, improvement ideas, etc.
• Communicate product update and improvement information to customers in accordance with regulatory, quality and compliance guidelines.
• Document all customer activities in the appropriate customer relationship management (CRM), Quality Management System (QMS) and/or other tools and processes in a timely and compliant manner as required.
• Ensure that all detailed sales forecasting, training modules, and required reporting are completed promptly and accurately.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) retirement plan
• Life insurance
• Long-term and short-term disability insurance
• Paid parking/public transportation
• Paid time off
• Paid sick and safe time

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees