Customer Success Manager, CS - Houston, TX

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Overview of the CSM role:

• Establishes and maintains close working relationships with the customer, local RSM, KAM/KAE (Sales teams), CSEs, ES CSMs, and other support resources.

• 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 communication and interaction with internal sales and service organizations.

• Supports all aspects of service delivery and daily operations.

General Responsibilities:

• Business Management: Plan and manage the Siemens Service business for the assigned customer.

• Customer Satisfaction: Ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens.

• Administrative/Other Tasks: Perform administrative and other tasks required of the position, that support Siemens, Service, and the assigned customer

• Meet all Key Performance Indicators (KPI’s) of the business for the assigned customer.

• Where applicable, manage training for personnel resources to ensure only trained personnel are servicing equipment.

Tasks and Support Activities of the CSM (Service Support)

Daily Operational Activities:

• Immediate availability to oversee all operational activities (acts as "on-site Service Manager")

• Physical visits to all main sites as contractually obligated and required by Customer Experience Vice President.

• Receives system status alerts and provides regular communications to key customer contacts on all service activity, with a specific focus on EC1 (down system) and EC2 (restricted operation) calls.

• Actively uses all information to identify specific systems which are causing customer distress.  Partners closely with RSM while keeping KAE/KAM (Sales partners) updated.

• Analyzes and interprets 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, CSML (parts) and technical support resources.  Communication to customer is an essential part of this activity (in addition, provides the sales team with regular updates)

• Analyzes PM and UI activity for all FLs at the assigned customer sites 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 (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.

• 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 verifying equipment (FL) locations.

• Assists with project management activities and installation activities through participation in weekly conference calls.

• Physical visits to all main sites

• Works with Contract Administrator (CA) to help qualify inventory and 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 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:

• Schedules face-to-face meeting with appropriate customer representatives

• Collaborates with RSM 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.

Recommended Core Competencies for CSM role

• Project Management    

• Facilitation Process

• Presentation Skills

• Time Management

• Behavioral Interviewing

• General Writing skills (as needed)

• Customer Excellence Training

• Diversity training

Education and/or Experience

• BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred

• Minimum of 3 years professional/technical 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

This role is governed by our Fleet Safety Policy. To be eligible for employment, applicants must hold a valid driver’s license in the state they reside and may not have any prior DUI/DWI convictions or pending DUI/DWI charges or other serious moving violations (unless such a restriction is prohibited by state/local law).

Who we are: We are a team of more than 72,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work together, to fight the world’s most threatening diseases and enable access to care, united by one purpose: to pioneer breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

To find out more about Siemens Healthineers businesses, please visit our company page here.

The base pay range for this position is:

$117,770 - $161,931

Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

If this is a commission eligible position the commission eligibility will be in accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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.

Position must have full access to Siemens Healthineers' client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.

Equal Employment Opportunity Statement: Siemens Healthineers 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 Law: Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Reasonable Accommodations: Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

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Export Control: “A successful candidate must be able to work with controlled technology in accordance with US export control law.” “It is Siemens Healthineers’ policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations.”

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