Customer Success Manager - New York Metro

Siemens Healthineers

5d•$132,270 - $181,874

About The Position

The Customer Success Manager conducts project management activities for service projects with an internal focus, working toward project goals for time, cost, and quality. The service area is New York Metro. After onboarding and training, the stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The role analyzes accounts receivable status, provides recommendations to internal partners, coordinates communication between customers and Siemens stakeholders, and supports technical escalation management. It monitors preventive maintenance and update instruction activity at assigned sites to deliver full compliance, serves as a liaison between Siemens service teams and customers’ in-house service teams, and handles billing validation, purchase order processes, and other service administration. The Customer Success Manager also manages escalations involving internal and external service providers, supports daily service delivery, and serves as the primary contact and “Voice of the Customer” for assigned accounts. This position requires access to Siemens Healthineers client sites and continued compliance with applicable vendor credentialing requirements. Depending on the client, these may include identification verification, background checks, drug screens, immunizations, annual TB testing, and healthcare training.

Requirements

Bachelor of Science or Bachelor of Arts in a medical field, engineering/technology, or business administration.
At least 3 years of professional experience supporting multivendor imaging and biomedical technology maintenance operations excellence.
Excellent verbal, written, and presentation communication skills.
Must be results-driven, action-oriented, and passionate about creating positive customer impact while balancing business needs.
Must meet applicable vendor credentialing requirements for access to client sites and continue to meet them during employment.
Must be able to work with controlled technology in accordance with U.S. export control law.

Nice To Haves

Healthcare background is preferred for the degree qualification.

Responsibilities

Conduct project management activities for service projects, ensuring goals for time, cost, and quality are met.
Analyze and interpret accounts receivable status and provide guidance and recommendations to internal partners.
Communicate information between customers and Siemens stakeholders, including Sales and Service.
Support technical escalation management with the RSM, CSE, CSML, parts, and technical support resources; communicate with assigned accounts and provide regular updates to the sales team.
Analyze preventive maintenance and update instruction activity for all FLs at assigned sites and coordinate with CCC and CSE resources to achieve 100% compliance.
Act as liaison between the Siemens service team and customers’ in-house Biomed or Clinical Engineering teams.
Validate billing, oversee purchase order processes—including creation and approval requests for vendor services—and perform other service-based administrative activities.
Manage escalations between internal and external service providers.
Establish and maintain working relationships with customers, local Service Operations Managers, KAM/KAE sales teams, CSEs, and other support resources.
Understand the organizational structure of assigned customer accounts and Siemens service and sales support teams.
Serve as the Voice of the Customer and the main point of contact for customer communications with internal sales, support, and service organizations.
Support all aspects of service delivery and daily operations.
Advise customer management and business partners on asset management matters.