Customer Success Manager -(National) HCA

Siemens Healthineers•Nashville, TN

9d•$112,420 - $154,572•Onsite

About The Position

Reporting into the Customer Services (CS) Strategic Customer Relationships Team, this role will support Customer Service operations for our Value Partnership Relationship with Hospital Corporations of America (HCA) Nationally. This customer has built a long-term partnership with Siemens Healthineers that often includes a combination of performance guarantees and advanced technologies powered by Siemens Healthineers aimed at transforming healthcare delivery for our partners. This role is ideal for leaders who have built their careers within the Imaging Customer Service industry, managing service operations in complex environments. As the primary point of contact for Customer Service, you will provide exceptional customer engagement and support to drive performance and deliver outstanding customer experience through clear communication and proactive relationship building, including: Establishing and maintaining close working relationships with key customer stakeholders and their teams, local Service Operations Managers (RSM), Key Account Managers (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), Enterprise Services (ES) Engagement Managers and other support resources Understanding the organizational structure of customer’s business, along with that of the Siemens Healthineers service and sales support teams Supporting 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 5 years professional experience with a background in supporting 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

Responsibilities

Business Management: Works with Local RSM’s to plan and manage the service business as contracted through Siemens Healthineers
Customer Satisfaction: Works with local RSM’s to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction
Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens Healthineers, service, and assigned accounts.
Meet all Key Performance Indicators (KPI’s) of the business for the assigned responsibilities
Monitor training for personnel resources and provide feedback to RSM’s to ensure only trained personnel are servicing equipment
Immediate availability to oversee all operational activities (acts as on-site RSM)
Physical visits to all main sites as contractually obligated and required by assigned accounts
Receives system status alerts and provides regular communications to key account contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
Actively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress. Partners closely with the Regions RSM team, while keeping KAE/KAM (Sales partners) updated
Analyzes and interprets Accounts Receivable (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, Customer Service Material Logistics (CSML) (parts) and technical support resources. Communication to assigned accounts is an essential part of this activity. In addition, provides the sales team with regular updates
Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned customer sites and communicates directly with Customer Care Center (CCC) and CSE resources to deliver 100% compliance
Acts as liaison between Siemens Healthineers service team and accounts in-house service (Biomed/Clinical Engineering)
Conducts billing validation, oversees the Purchase Order (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
Reviews preventative maintenance schedule and completion activity with the CCC and local resources
Inventory control by identifying and verifying equipment (FL) locations
Supports Project Management activities and Installation activities
Conducts physical visits to all main sites
Works with Contract Lifecycle Analyst to help qualify inventory and billing
Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing. Collaborates with RSM and KAM/KAE
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 meetings with appropriate customer representatives
Collaborates with RSM, ES Engagement Manager 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