Customer Success Manager (Tampa)

Siemens Healthineers

1d•$91,850 - $126,291

About The Position

The Customer Success Manager is a field position supporting Siemens Healthineers’ growing business by providing excellent customer support to increase and maintain customer loyalty, product retention, and customer feedback scores. The role supports new and existing customers with implementations, training, and troubleshooting, and coordinates training, verification and validation requirements, implementation plans, and go-live activities. It also manages customer-facing implementation projects and supports informatics and middleware connectivity with point-of-care devices. The position develops adoption strategies focused on best-practice change management, monitors customer onboarding, and helps customers establish and maintain standardization, standing orders, and best practices after go-live. The Customer Success Manager identifies at-risk customers and communicates them to the appropriate Siemens stakeholders. In partnership with the Account Executive, the role conducts regular business reviews covering areas such as error rates, reagent and consumable ordering, service contracts, customer satisfaction, unmet needs, and improvement opportunities. The role communicates product updates and improvements in accordance with regulatory, quality, and compliance guidelines, and documents customer activities and completes forecasting, training modules, and required reporting accurately and promptly. It requires travel to customer sites and other business locations, with 70% travel within the designated territory and possible travel outside it based on business needs. A company car is provided.

Requirements

Bachelor’s degree or equivalent in biological science, nursing, or respiratory therapy.
Experience managing projects within a hospital or laboratory setting.
Outstanding oral, written, and presentation communication skills, including the ability to present technical information clearly and concisely to customers.
Ability to demonstrate strategic critical thinking and focused, executable decision-making.
Highly organized, with the ability to manage multiple tasks and projects simultaneously.
Ability to travel throughout the designated territory to customer sites and other U.S. business locations as required.
Ability to travel 70% within the territory; travel outside the territory may be required based on business needs.

Nice To Haves

Four or more years of work history as a medical technologist, point-of-care coordinator, respiratory therapist, or nurse.
Point-of-care testing experience as an end user or in an oversight role.
Specific experience using blood gas analyzers is strongly preferred.

Responsibilities

Provide customer support to help increase and maintain customer loyalty, product retention, and customer feedback scores.
Support new and existing customers with implementations, training, and troubleshooting.
Identify customer needs and requirements regarding training and verification/validation.
Develop and coordinate customer training, implementation, and go-live plans to meet implementation timelines.
Manage customer-facing implementation and go-live projects, including support for informatics and middleware connectivity with point-of-care devices.
Develop adoption strategies focused on best-practice change management and monitor customer onboarding, including stakeholder engagement and implementation plans.
Help customers establish and maintain standardizations, standing orders, and best practices after go-live.
Identify and communicate at-risk customers to the appropriate Siemens stakeholder.
Partner with the Account Executive to conduct regular business reviews covering error rates, reagent and consumable ordering, service contracts, customer satisfaction, unmet needs, and improvement ideas.
Communicate product updates and improvement information in accordance with regulatory, quality, and compliance guidelines.
Document customer activities in the required CRM, QMS, and other tools and processes in a timely and compliant manner.
Complete sales forecasting, training modules, and required reporting promptly and accurately.