Customer Success Manager - Detroit, MI

23 Nov 2024

Vacancy expired!

Now’s our time toinspire the future of healthcare together.Siemens Healthineers is a leading global medical

technology company with over 170 years of experience and 18,000

patents. More than 48,000 dedicated colleagues in over 70 countries are

driven to shape the future of healthcare. We stand with our customers around

the world to support them in delivering high quality care to their patients. An

estimated 5 million patients across the globe benefit every day from our

innovative technologies and services in the areas of diagnostic and

therapeutic imaging, laboratory diagnostics and molecular medicine, as well as

digital health and enterprise services. This is what truly matters to us.Location: Detroit, MIOverview of the Customer SuccessManager (CSM) role:Establishesand maintains close working relationships with the customer, local RSM, KAM/KAE(Sales teams), CSEs, ES CSMs, and other support resources

Understandsthe organizational structure of the client’s business, along with that of theSiemens service and sales support teams

Isthe “Voice of the Customer”

Actsas the main point of contact for all customer communication and interactionwith internal sales and service organizations

Supportsall aspects of service delivery and daily operations

Managemultivendor customer service engineers who will provide service to all of thecustomers facilities on non-Siemens imaging equipment

GeneralResponsibilities:BusinessManagement: Plan and manage the Siemens Service business for the assignedcustomer

CustomerSatisfaction: Ensure customers receive optimum levels of service and maintainhigh levels of customer satisfaction with Siemens

Administrative/OtherTasks: Perform administrative and other tasks required of the position, thatsupport Siemens, Service, and the assigned customer

Meetall Key Performance Indicators (KPI’s) of the business for the assignedcustomer

Whereapplicable, manage training for personnel resources to ensure only trainedpersonnel are servicing equipment

Tasks and SupportActivities of the CSM (Service Support)Daily OperationalActivities:Immediateavailability to oversee all operational activities (acts as on-site RSM)

Physicalvisits to all main sites as contractually obligated and required by ZoneCustomer Success Director (ZCSD)

Receivessystem status alerts and provides regular communications to key customercontacts on all service activity, with a specific focus on EC1 (down system)and EC2 (restricted operation) calls

Activelyuses all information in the CDI dashboard to identify specific FLs which arecausing customer distress. Partnersclosely with RSM while keeping KAE/KAM (Sales partners) updated

Analyzesand interprets AR status and provides guidance and recommendations to internalpartners

Communicatesinformation between customer and Siemens’ stakeholders (Sales & Service)

Engagesin technical escalation management by supporting the process with the RSM, CSE,CSML (parts) and technical support resources.Communication to customer is an essential part of this activity (inaddition, provides the sales team with regular updates)

AnalyzesPM and UI activity for all FLs at the assigned customer sites and communicatesdirectly with CSE and CCC resources to help deliver 100% compliance.

Actsas liaison between Siemens’ service team and in-house service (Biomed/ClinicalEngineering)

Assistswith billing validation, oversees the PO process (to include creation andapproval request for vendor services) and performs any other service-basedadministrative activity

Managesescalations between internal and external service providers

EquipmentAsset Management (EAM) Dashboard review

Multi-Vendor(MV) Parts ordering/facilitation

Weekly OperationalActivities:ReviewsPM and UI schedule and completion activity with local CSEs

Assistswith inventory control by identifying and verifying equipment (FL) locations

Assistswith project management activities and installation activities throughparticipation in weekly conference calls

Onsite five days a week initially, then four days on site

Workswith Contract Administrator (CA) to help qualify inventory and billing

Helpsaudit invoices and works with Accounts Receivable (AR) credit and collectionfor both contract and T&M billing.Collaborates with RSM and KAM/KAE

Helpstrack/manage any onsite inventory (repair parts classified as depot levelstorage)

Supportslocal service team through interaction and engagement with support vendors(i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/QuarterlyOperational Activities:Schedulesface-to-face meeting with appropriate customer representatives

Collaborateswith RSM and KAM/KAE to conduct Quarterly Business Review (QBR)

IdentifiesEnd of Service (EOS) systems and communicates with sales team and customer toavoid customer dissatisfaction

Tracksand reports Clinical Education and Technical Training balances

Participatesin local service/CSE quarterly meetings

Recommended Core Competencies for management CSMroles·

Knowledge of SiemensHealthineers as a company: New Hire Orientation Legal, Compliance, and

Ethics Training·

Relevant procedures,processes, and standards: Policies, Procedures,

Processes as required per QST table EH&S Curriculum per

Regulatory and Compliance Management HIPAA/PHI Curriculum CSG Quality Management

Systems knowledge·

Other competencies highlyspecific to the CSM role: Modality Basic Course or

equivalent experience Clinical Workflow know-how Knowledge of Service

Agreement offerings Basic SAP training Knows safety

procedures/guidelines MS Office applications or

equivalent experience·

Management/communicationscompetencies: Facilitation Process Presentation Skills Time Management Behavioral Interviewing General Writing skills (as

needed) Customer Excellence Training Diversity trainingSiemens

Healthineers has recently announced the next steps in our continued commitment

to prioritize colleague health, comply with customer/business partner

requirements, and help preserve our business continuity. Going forward, please be aware that Siemens

Healthineers requires full COVID-19 vaccination for all new hires by their

start date.(Note: Accommodations may be requested for

certain medical or religious reasons)Organization: Siemens HealthineersCompany: Siemens Medical Solutions USA, Inc.Experience Level: Experienced ProfessionalJob Type: Full-timeEqual Employment Opportunity StatementSiemens 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.EEO is the LawApplicants and employees are protected under Federal law from discrimination. To learn more, Click here (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) .Pay Transparency Non-Discrimination ProvisionSiemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .California Privacy NoticeCalifornia residents have the right to receive additional notices about their personal information. To learn more, click here (https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html) .

Full-time
  • ID: #23371014
  • State: Michigan Detroit metro 48201 Detroit metro USA
  • City: Detroit metro
  • Salary: USD TBD TBD
  • Showed: 2021-11-23
  • Deadline: 2022-01-23
  • Category: Et cetera