Customer Success Manager - New York Metro

Siemens Healthineers

1d•$128,480 - $176,660•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. Conducts all relevant project management activities for various kinds of service projects with internal focus to meet respective project goals in terms of time, cost, and quality. Service Area – New York Metro Shift Requirements after onboarding/training for this role: M-F, 8:00 AM – 5:00 PM This is a role well suited to an ambitious professional, looking for the next step in their career. As a Customer Success Manager you will be responsible for: 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 assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance Acts as liaison between Siemens 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 This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers Establishes and maintains close working relationships with the customer, local Service Operations Manager (RSM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources Understands the organizational structure of assigned accounts 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, support, 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 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
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.

Responsibilities

Conducts all relevant project management activities for various kinds of service projects with internal focus to meet respective project goals in terms of time, cost, and quality.
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 assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
Acts as liaison between Siemens 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
Establishes and maintains close working relationships with the customer, local Service Operations Manager (RSM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources
Understands the organizational structure of assigned accounts 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, support, and service organizations
Supports all aspects of service delivery and daily operations