CS Customer Success Manager - Boston, MA
Siemens Medical Solutions USA, Inc.

Job Info

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Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

At Siemens Healthineers, We offer you a flexible and dynamic environment with opportunities to go beyond your comfort zone in order to grow personally and professionally. Sound interesting? Then come and join our global team as CS Customer Success Manager (CSM).

Our global team : We are a team of more than 68,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what's possible in healthcare to help improve people's lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

Our culture : We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what's possible, to improve people's lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success. Check our Careers Site at https://www.siemens-healthineers.com/en-us/careers .

• Service Area -Boston, MA

Overview of the CSM role - This is an on-site position requiring a daily physical presence at Mass General/Brigham (MGB)

• Establishes and maintains close working relationships with the customer, local Service Operations Manager (RSM), Key Account Manager (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), and other support resources
• Understands the organizational structure of MGB'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 communication and interaction with internal sales, support, and service organizations
• Supports all aspects of service delivery and daily operations

General Responsibilities:

• Business Management: Works with Local RSM's to plan and manage the service business as contracted through Siemens for MGB
• Customer Satisfaction: Works with local RSM's to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens
• Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, service, and MGB
• Meet all Key Performance Indicators (KPI's) of the business for the assigned responsibilities
• Monitor training for personnel resources and provide feedback to RSM's to ensure only trained personnel are servicing equipment
• Tasks and Support Activities of the CSM (Service Support)

Daily Operational Activities and Responsibilities:

• Immediate availability to oversee all operational activities (acts as on-site RSM)
• Physical visits to all main sites as contractually obligated and required by MGB
• Receives system status alerts and provides regular communications to key MGB contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls
• Actively uses all information in the Customer Distress Index (CDI) dashboard to identify specific Functional Locations (FLs) which are causing customer distress. Partners closely with the Regions RSM team, while keeping KAE/KAM (Sales partners) updated
• Analyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partners
• Communicates information between customer and Siemens stakeholders (Sales & Service)
• Engages in technical escalation management by supporting the process with the RSM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources. Communication to MGB is an essential part of this activity. In addition, provides the sales team with regular updates
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned NYU sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens service team and MGB in-house service (Biomed/Clinical Engineering)
• Conducts billing validation, oversees the Purchase Order (PO) process (to include creation and approval request for vendor services) and performs any other service-based administrative activity
• Manages escalations between internal and external service providers

Weekly Operational Activities and Responsibilities:

• Reviews PM and UI schedule and completion activity with the CCC and local resources
• Inventory control by identifying and verifying equipment (FL) locations
• Supports Project Management activities and Installation activities (through participation in weekly conference calls)
• Conducts physical visits to all main sites
• Works with Contract Administrator (CA) to help qualify inventory and billing
• Audits invoices and works with AR credit and collection for both contract and Time and Material (T&M) billing. Collaborates with RSM and KAM/KAE
• Track/manage any onsite inventory (repair parts classified as depot level storage)
• Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)
• Monthly/Quarterly Operational Activities and Responsibilities:
• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with RSM's and KAM/KAE to conduct Quarterly Business Review (QBR)
• Identifies End of Service (EOS) systems and communicates with sales team and customer to avoid customer dissatisfaction
• Tracks and reports Clinical Education and Technical Training balances
• Participates in local service/CSE quarterly meetings

Education and/or Experience

• BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred
• Minimum of 3 years professional experience with a background in supporting multivendor imaging & biomedical technology maintenance operations excellence
• Acts as advisor to customer management and business partners on asset management matters
• Excellent communication skills - verbal, written, presentation
• Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs

At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

If you want to join us in transforming the way healthcare is delivered, visit our career site at https://jobs.siemens-healthineers.com/careers

If you wish to find out more about the specific division before applying, please visit: https://usa.healthcare.siemens.com/about

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