Customer Success Manager – National

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the Customer Service operations for Siemens Healthineers’ national Value Partnership with Hospital Corporations of America (HCA)

• Develop and nurture relationships with customer stakeholders, service operations managers, sales teams, customer service engineers, engagement managers, and support resources

• Comprehend the organizational structures of both the customer and Siemens Healthineers

• Aid in service delivery and daily operational tasks

• Plan and oversee the contracted service business alongside local RSMs

• Ensure optimal service levels and high customer satisfaction

• Supervise personnel training and provide constructive feedback to RSMs

• Manage operational activities, stepping in as on-site RSM when necessary

• Visit primary customer locations as per contractual obligations

• Monitor system alerts and relay service activity to account contacts

• Utilize the Customer Distress Index dashboard to pinpoint distressed functional locations

• Assess accounts receivable status and offer recommendations

• Facilitate communication among customer, sales, and service stakeholders

• Assist in managing technical escalations

• Evaluate preventive maintenance and update instructional activities to guarantee compliance

• Act as a liaison between Siemens Healthineers service teams and the customers’ in-house biomedical/clinical engineering teams

• Conduct billing validation and manage purchase order processes

• Handle escalations between internal and external service providers

• Review preventive maintenance schedules and completion records

• Oversee inventory and confirm equipment locations

• Support project management and installation activities

• Audit invoices and coordinate contract and time-and-material billing with accounts receivable

• Monitor onsite repair-parts inventory

• Collaborate with support vendors

• Organize customer meetings and conduct quarterly business reviews

• Identify systems nearing the end of service and communicate with sales teams and customers

• Monitor and report on clinical education and technical training balances

• Partake in quarterly local service and CSE meetings

⛳️ Requirements

• Bachelor’s degree in a medical field, engineering/technology, or business administration with a healthcare background preferred

• At least 5 years of professional experience in supporting imaging and biomedical technology maintenance operations excellence

• Experience in managing service operations within complex imaging customer service environments

• Capability to advise customer management and business partners on asset management issues

• Exceptional verbal, written, and presentation communication abilities

• Results-oriented and action-focused mindset

• Commitment to creating a positive customer impact while balancing business needs

• Willingness to travel up to 40%

• Ability to engage with controlled technology in compliance with US export control laws

🏝️ 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