Customer Success Manager, CS - Houston, TX

About the role

Establishes and maintains close working relationships with the customer, local RSM, KAM/KAE (Sales teams), CSEs, ES CSMs, and other support resources.

Understands the organizational structure of the client’s business, along with that of the Siemens service and sales support teams.

Acts as the main point of contact for all customer communication and interaction with internal sales and service organizations.

Supports all aspects of service delivery and daily operations.

Responsibilities

• Plan and manage the Siemens Service business for the assigned customer.
• Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens.
• Perform administrative and other tasks required of the position, that support Siemens, Service, and the assigned customer.
• Maintain Key Performance Indicators (KPI’s) of the business for the assigned customer.
• Manage training for personnel resources to ensure only trained personnel are servicing equipment.
• Receive system status alerts and provide regular communications to key customer contacts on all service activity, focusing on EC1 (down system) and EC2 (restricted operation) calls.
• Analyze and interpret AR status and provide guidance and recommendations to internal partners.
• Communicate information between customer and Siemens stakeholders (Sales & Service).
• Engage in technical escalation management by supporting the process with the RSM, CSE, CSML (parts) and technical support resources.
• Manage escalations between internal and external service providers.
• Manage equipment asset management (EAM) dashboard reviews.
• Facilitate multi-vendor (MV) parts ordering and facilitate other service-based administrative activities.
• Manage onsite inventory (repair parts classified as depot level storage).
• Engage with support vendors (e.g., Linde, Air Products, Siemens Building Technologies, etc.).
• Manage billing validation, oversee the PO process, and perform any other service-based administrative activity.
• Manage interactions with local service team and support vendors.
• Manage project management activities and installation activities through participation in weekly conference calls.
• Review PM and UI schedules and communicate directly with CSE and CCC resources to help deliver 100% compliance.
• Track and report Clinical Education and Technical Training balances.
• Participate in local service/CSE quarterly meetings.

Qualifications

• 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.
• Acts as advisor to customer management and business partners on asset management matters.
• Excellent communication skills – verbal, written, presentation.
• Results-driven, action-oriented, and passionate about making a positive customer impact while balancing business needs.

Skills

• Project Management
• Facilitation
• Process Presentation
• Time Management
• Behavioral Interviewing
• General Writing Skills
• Customer Excellence Training
• Diversity Training

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Retirement Plan
• Life Insurance
• Long-Term and Short-Term Disability Insurance
• Paid Parking/Public Transportation
• Paid Time Off
• Paid Sick and Safe Time

Pay

The Base Pay Range For This Position Is $117,770 - $161,931.

Schedule

Full-time position.

Requirements

Full access to Siemens Healthineers' client sites to perform the essential functions of this position.

Company

We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

Equal Employment Opportunity

Siemens Healthineers is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.