Customer Success Manager - Tampa, FL

Siemens Healthineers

3d•$107,060 - $147,213•Onsite

About The Position

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 analyzing and interpreting Accounts Receivable (AR) status and providing guidance and recommendations to internal partners. You will communicate information between customer and Siemens stakeholders (Sales & Service) and engage 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, you will provide the sales team with regular updates. You will analyze Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at assigned sites and communicate directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance. You will act as liaison between Siemens service team and accounts in-house service (Biomed/Clinical Engineering), conduct billing validation, oversee the Purchase Order (PO) process (to include creation and approval request for vendor services) and perform any other service-based administrative activity. You will also manage escalations between internal and external service providers. This position may suit you best if you are familiar with establishing and maintaining 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. You will understand the organizational structure of assigned accounts business, along with that of the Siemens service and sales support teams, acting as the “Voice of the Customer” and the main point of contact for all customer communication and interaction with internal sales, support, and service organizations. You will support 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.

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.
Acts as 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.