Manager, Customer Engagement

Siemens Healthineers

20h

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. This role is preferred to be in Mid-West or West Coast The Manager of the Digital Customer Engagement Management (CEM) team is responsible for overseeing the team's daily activities, including coaching, training, and mentoring team members. This role reports directly to the Head of Customer and Operational Excellence and, in collaboration with this position, works closely to improve processes and scalability. Additionally, the Manager will manage a smaller customer portfolio. This role is essential for enhancing customer satisfaction through data-driven insights, collaboration, and effective management of customer interactions.

Requirements

Extensive experience in customer-facing roles within the healthcare sector is required, 15 + years.
Proven leadership capabilities or successful completion of the Aspire to Lead course.
A bachelor’s degree in business or healthcare, or an equivalent combination of education and professional experience is required.
Comprehensive knowledge of radiology workflows and medical terminology.
Experience interacting with C-suite executives in hospital environments is mandatory.
T/Imaging Focus: Demonstrated expertise in healthcare IT, imaging software (such as PACS/RIS), SaaS solutions, cloud technologies, or IT service management is essential.
Ability and willingness to travel to customer sites up to 50% of the time.
10+ Years of Enterprise imaging Experience

Nice To Haves

An MBA or MS with a focus on healthcare is preferred.
Familiarity with project management principles or SCRUM methodologies is considered an asset.

Responsibilities

Developing Customer Success Strategies and Team Oversight: Oversee the daily operations of the Customer Engagement team.
In collaboration with the Head of Customer and Operational Excellence, lead and scale the customer success team while driving key customer-centric metrics, including retention, adoption, and expansion.
Imaging IT responsibilities: The Manager is responsible for building and maintaining strong relationships with clients, ensuring their needs are understood and addressed.
This includes facilitating the adoption of imaging technologies, encompassing both software and hardware solutions, to support clients in achieving their operational goals.
In this capacity, the Manager serves as a liaison among customers within their Book of Business (BOB), fostering clear communication and collaboration.
Additionally, tasked with designing the engagement model for the D&A imaging IT product that other Customer Engagement Managers (CEMs) can follow to ensure consistency and best practices throughout the team.
This role also involves close collaboration with project management, training, onboarding, and support teams.
By leveraging data analytics, the Manager works to optimize the user experience and drive customer loyalty.
These efforts are focused on ensuring that technology solutions are closely aligned with the organization’s objectives and are designed to maximize return on investment (ROI).
Team KPI Management: Oversee the process for Reference Site agreements and reference ability.
Manage the Customer Success Story process, ensuring the team collects and documents stories for all products.
Ensure the team meets all key performance indicators (KPIs), including growth, reference sites, and Customer Success Stories.
Customer Relationship and Risk Management: This role involves managing a small customer portfolio, engaging with customers to optimize service delivery while fostering strong relationships, identifying potential risks, and implementing mitigation strategies.
Complex issues may be escalated to senior leadership as necessary.
Technical Responsibilities: Support management, analysis and resolution of both routine and complex technical issues across the D&A portfolio.
Contribute to the design and evaluation of customers Enterprise Imaging software architectures that enable scalable and efficient systems.
Conduct research and recommend product and system enhancements based on evolving customer needs.
Participate in customer testing of software deployments to validate stability, performance, and overall readiness.
Implement and manage customers’ service level agreements (SLAs), key performance indicators (KPIs), and escalation procedures.