Customer Success Manager -(National) HCA

Siemens Healthineers is a leader in medical technology, and they are seeking a Customer Success Manager to support Customer Service operations for their partnership with Hospital Corporations of America (HCA) nationally. This role involves managing service operations, ensuring customer satisfaction, and maintaining strong relationships with key stakeholders.

Responsibilities:

• Establishing and maintaining close working relationships with key customer stakeholders and their teams, local Service Operations Managers (RSM), Key Account Managers (KAM)/Key Account Executive (KAE) (Sales teams), Customer Service Engineers (CSEs), Enterprise Services (ES) Engagement Managers and other support resources
• Understanding the organizational structure of customer’s business, along with that of the Siemens Healthineers service and sales support teams
• Supporting all aspects of service delivery and daily operations
• Works with Local RSM’s to plan and manage the service business as contracted through Siemens Healthineers
• Works with local RSM’s to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction
• Performs administrative and other tasks required of the position that support Siemens Healthineers, service, and assigned accounts
• 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
• Immediate availability to oversee all operational activities (acts as on-site RSM)
• Physical visits to all main sites as contractually obligated and required by assigned accounts
• Receives system status alerts and provides regular communications to key account 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 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 the assigned customer sites and communicates directly with Customer Care Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens Healthineers 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
• Reviews preventative maintenance 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
• Conducts physical visits to all main sites
• Works with Contract Lifecycle Analyst 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)
• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with RSM, ES Engagement Manager 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

Requirements:

• Minimum of 5 years professional experience with a background in supporting 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
• 40% travel
• BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred