Customer Success Manager -(National) HCA

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Role Overview

Reporting into the Customer Services (CS) Strategic Customer Relationships Team, this role will support Customer Service operations for our Value Partnership Relationship with Hospital Corporations of America (HCA) Nationally. This customer has built a long-term partnership with Siemens Healthineers that often includes a combination of performance guarantees and advanced technologies powered by Siemens Healthineers aimed at transforming healthcare delivery for our partners. This role is ideal for leaders who have built their careers within the Imaging Customer Service industry, managing service operations in complex environments.

As the primary point of contact for Customer Service, you will provide exceptional customer engagement and support to drive performance and deliver outstanding customer experience through clear communication and proactive relationship building, including:

• 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

General Responsibilities

• Business Management: Works with Local RSM's to plan and manage the service business as contracted through Siemens Healthineers
• Customer Satisfaction: Works with local RSM's to help ensure customers receive optimum levels of service and maintain high levels of customer satisfaction
• Administrative/Other Tasks: 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

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. 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

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
• 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, 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

Education and/or Experience

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

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.

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.