Customer Success Manager - Tampa, FL

Summary

Siemens Healthineers is a medical technology company focused on pioneering breakthroughs in healthcare. The Customer Success Manager manages customer relationships and service delivery for assigned accounts, coordinating project activities, escalations, billing, preventive maintenance, purchase orders, and communication among customers, sales, and service teams.

Responsibilities

• 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 assigned accounts 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 assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens service team and accounts 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
• 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 assigned accounts 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
• Acts as advisor to customer management and business partners on asset management matters

Skills

• * **Shift Requirements after onboarding/training for this role: M-F, 8:00 AM – 5:00 PM**
• * Understands the organizational structure of assigned accounts business, along with that of the Siemens service and sales support teams
• * Excellent communication skills – verbal, written, presentation
• A successful candidate must be able to work with controlled technology in accordance with US export control law
• * 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
• * Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs

Qualifications

Must Haves

• * **Shift Requirements after onboarding/training for this role: M-F, 8:00 AM – 5:00 PM**
• * Understands the organizational structure of assigned accounts business, along with that of the Siemens service and sales support teams
• * Excellent communication skills – verbal, written, presentation
• A successful candidate must be able to work with controlled technology in accordance with US export control law

Nice to Haves

• * 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
• * Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs

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