Customer Success Manager, CS - Houston, TX

Siemens Healthineers

9d•$117,770 - $161,931•Onsite

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. Overview of the CSM role: Establishes and maintains close working relationships with the customer, local RSM, KAM/KAE (Sales teams), CSEs, ES CSMs, and other support resources. Understands the organizational structure of the client’s business, along with that of the Siemens service and sales support teams Is the “Voice of the Customer” Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations. Supports all aspects of service delivery and daily operations.

Requirements

BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred
Minimum of 3 years professional/technical experience with a background in supporting multivendor imaging & biomedical technology maintenance operations excellence
Acts as advisor to customer management and business partners on asset management matters
Excellent communication skills – verbal, written, presentation
Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs
This role is governed by our Fleet Safety Policy. To be eligible for employment, applicants must hold a valid driver’s license in the state they reside and may not have any prior DUI/DWI convictions or pending DUI/DWI charges or other serious moving violations (unless such a restriction is prohibited by state/local law).
Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position.
Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites.
Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position.
These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.
A successful candidate must be able to work with controlled technology in accordance with US export control law.
It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.

Nice To Haves

Project Management
Facilitation
Process
Presentation Skills
Time Management
Behavioral Interviewing
General Writing skills (as needed)
Customer Excellence Training
Diversity training

Responsibilities

Plan and manage the Siemens Service business for the assigned customer.
Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens.
Perform administrative and other tasks required of the position, that support Siemens, Service, and the assigned customer
Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer.
Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment.
Immediate availability to oversee all operational activities (acts as "on-site Service Manager")
Physical visits to all main sites as contractually obligated and required by Customer Experience Vice President.
Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls.
Actively uses all information to identify specific systems which are causing customer distress.
Partners closely with RSM while keeping KAE/KAM (Sales partners) updated.
Analyzes and interprets AR status and provides guidance and recommendations to internal partners.
Communicates information between customer and Siemens stakeholders (Sales & Service)
Engages in technical escalation management by supporting the process with the RSM, CSE, CSML (parts) and technical support resources. Communication to customer is an essential part of this activity (in addition, provides the sales team with regular updates)
Analyzes PM and UI activity for all FLs at the assigned customer sites and communicates directly with CSE and CCC resources to help deliver 100% compliance.
Acts as liaison between Siemens service team and in-house service (Biomed/Clinical Engineering)
Assists with billing validation, oversees the PO process (to include creation and approval request for vendor services) and performs any other service-based administrative activity.
Manages escalations between internal and external service providers.
Equipment Asset Management (EAM) Dashboard review
Multi-Vendor (MV) Parts ordering/facilitation
Reviews PM and UI schedule and completion activity with local CSEs
Assists with inventory control by identifying and verifying equipment (FL) locations.
Assists with project management activities and installation activities through participation in weekly conference calls.
Physical visits to all main sites
Works with Contract Administrator (CA) to help qualify inventory and billing.
Helps audit invoices and works with Accounts Receivable (AR) credit and collection for both contract and T&M billing.
Collaborates with RSM and KAM/KAE
Helps track/manage any onsite inventory (repair parts classified as depot level storage)
Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)
Schedules face-to-face meeting with appropriate customer representatives
Collaborates with RSM and KAM/KAE to conduct Quarterly Business Review (QBR)
Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction.
Tracks and reports Clinical Education and Technical Training balances.
Participates in local service/CSE quarterly meetings.