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Customer Success Manager - Charleston, SC

Now’s our timeto inspire the future of healthcare together.

Siemens Healthineers is a leading global medical technologycompany with over 170 years of experience and 18,000 patents. Morethan 48,000 dedicated colleagues in over 70 countries are driven to shape thefuture of healthcare.

We stand with our customers around the world to supportthem in delivering high quality care to their patients. An estimated 5million patients across the globe benefit every day from our innovativetechnologies and services in the areas of diagnostic and therapeuticimaging, laboratory diagnostics and molecular medicine, as well as digitalhealth and enterprise services.

This is what truly matters to us.

Charleston, SC (MUST residewithin 50 Miles of Charleston, SC).

Overviewof the Customer Success Manager (CSM) role :

  • Establishes and maintains close working relationships with thecustomer, local RSM, KAM / KAE (Sales teams), CSEs, ES CSMs, and other supportresources
  • Understands the organizational structure of the client’s 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 communicationand interaction with internal sales and service organizations
  • Supports all aspects of service delivery and daily operations
  • GeneralResponsibilities :

  • Business Management : Plan and manage the Siemens Service businessfor the assigned customer
  • Customer Satisfaction : Ensure customers receive optimum levels ofservice and maintain high levels of customer satisfaction with Siemens
  • Administrative / Other Tasks : Perform administrative and other tasksrequired of the position, that support Siemens, Service, and the assignedcustomer
  • Meet all Key Performance Indicators (KPI’s) of the business forthe assigned customer
  • Where applicable, manage training for personnel resources toensure only trained personnel are servicing equipment
  • Tasksand Support Activities of the CSM (Service Support)

    Daily Operational Activities :

  • Immediate availability to oversee all operational activities (actsas on-site RSM)
  • Physical visits to all main sites as contractually obligated andrequired by Zone Customer Success Director (ZCSD)
  • Receives system status alerts and provides regular communicationsto key customer contacts on all service activity, with a specific focus on EC1(down system) and EC2 (restricted operation) calls
  • Actively uses all information in the CDI dashboard to identifyspecific FLs which are causing customer distress. Partners closely with RSM while keepingKAE / KAM (Sales partners) updated
  • Analyzes and interprets AR status and provides guidance andrecommendations to internal partners
  • Communicates information between customer and Siemens stakeholders(Sales & Service)
  • Engages in technical escalation management by supporting theprocess with the RSM, CSE, CSML (parts) and technical support resources.
  • Communication to customer is an essentialpart of this activity (in addition, provides the sales team with regularupdates)

  • Analyzes PM and UI activity for all FLs at the assigned customersites and communicates directly with CSE and CCC resources to help deliver 100%compliance.
  • Acts as liaison between Siemens service team and in-house service(Biomed / Clinical Engineering)
  • Assists with billing validation, oversees the PO process (toinclude creation and approval request for vendor services) and performs anyother service-based administrative activity
  • Manages escalations between internal and external serviceproviders
  • Equipment Asset Management (EAM) Dashboard review
  • Multi-Vendor (MV) Parts ordering / facilitation
  • Weekly Operational Activities :

  • Reviews PM and UI schedule and completion activity with local CSEs
  • Assists with inventory control by identifying and verifyingequipment (FL) locations
  • Assists with project management activities and installationactivities through participation in weekly conference calls
  • On site five days a week initially, then four days on site
  • Works with Contract Administrator (CA) to help qualify inventoryand billing
  • Helps audit invoices and works with Accounts Receivable (AR)credit and collection for both contract and T&M billing. Collaborates with RSM and KAM / KAE
  • Helps track / manage any onsite inventory (repair parts classifiedas depot level storage)
  • Supports local service team through interaction and engagementwith support vendors (i.e., Linde, Air Products, Siemens Building Technologies,etc.)
  • Monthly / Quarterly Operational Activities :

  • Schedules face-to-face meeting with appropriate customerrepresentatives
  • Collaborates with RSM and KAM / KAE to conduct Quarterly BusinessReview (QBR)
  • Identifies End of Service (EOS) systems and communicates withsales team and customer to avoid customer dissatisfaction
  • Tracks and reports Clinical Education and Technical Trainingbalances
  • Participates in local service / CSE quarterly meetings
  • Recommended Core Competencies formanagement CSM roles

  • Knowledge of Siemens Healthineers as a company :
  • New HireOrientation
  • Legal,Compliance, and Ethics Training
  • Relevant procedures, processes, and standards :
  • Policies, Procedures, Processes as required per QST table
  • EH&SCurriculum per Regulatory and Compliance Management
  • HIPAA / PHI Curriculum
  • CSGQuality Management Systems knowledge
  • Other competencies highly specific to the CSM role :
  • ModalityBasic Course or equivalent experience
  • ClinicalWorkflow know-how
  • Knowledge of Service Agreement offerings
  • BasicSAP training
  • Knowssafety procedures / guidelines
  • MSOffice applications or equivalent experience
  • Management / communications competencies :
  • Facilitation Process
  • Presentation Skills
  • TimeManagement
  • Behavioral Interviewing
  • GeneralWriting skills (as needed)
  • CustomerExcellence Training
  • Diversity training
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