Customer Success Manager, Lexington KY

Siemens Healthineers

5d•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. Overview of the role: This is an on-site position requiring daily physical presence at the University of Kentucky. Also remotely covers their various satellite campuses. 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/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
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.

Responsibilities

Business Management: Works with Local Regional Service Managers (RSM’s) to plan and manage the service business as contracted through Siemens
Customer Satisfaction: Works with local RSM’s to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens
Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, 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
Conduct administrative, support and communications tasks as required by Customer and Siemens.
Ability to perform First Call/First Look on specified Siemens equipment
Communicate with Customer on service escalations.
Conduct regular Customer Meetings.
Conduct Quarterly Business Reviews.
Communicate with internal Siemens and Vendors to ensure Customer Satisfaction.
Support Siemens CSEs, vendor and in-house personnel to ensure that they are effective in providing contracted servicing of customer equipment.