Customer Success Manager - Dallas, TX - Shsjb : Job Details

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This is an on-site position requiring a physical presence at customer sites in Dallas, TX.

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.

General Responsibilities

• Business Management: Works with Local RSM's to plan and manage the service business as contracted through Siemens
• Customer Satisfaction: Works with local RSM's to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction with Siemens
• Administrative/Other Tasks: Performs administrative and other tasks required of the position that support Siemens, 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
• Tasks and Support Activities of the CSM (Service Support)

Daily Operational Activities and Responsibilities

• 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
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at the assigned NYU 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

Weekly Operational Activities and Responsibilities

• 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 (through participation in weekly conference calls)
• 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)
• Supports local service team through interaction and engagement with support vendors (i.e., Linde, Air Products, Siemens Building Technologies, etc.)

Monthly/Quarterly Operational Activities and Responsibilities

• Schedules face-to-face meetings with appropriate customer representatives
• Collaborates with RSM's 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

Education and/or Experience

• 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 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

The annual base pay for this position is: Min $104,000 - Max $156,000. 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.

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. Applicants and employees are protected under Federal law from discrimination. Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.