Customer Success Manager, Lexington KY

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.

Conducts all relevant project management activities for various kinds of service projects with internal focus to meet respective project goals in terms of time, cost, and quality.

Overview of the role:

This is an on-site position requiring daily physical presence at the University of Kentucky. Also remotely covers their various satellite campuses.

• 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 Regional Service Managers (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

• Conduct administrative, support and communications tasks as required by Customer and Siemens.
• Ability to perform First Call/First Look on specified Siemens equipment
• Communicate with Customer on service escalations.
• Conduct regular Customer Meetings.
• Conduct Quarterly Business Reviews.
• Communicate with internal Siemens and Vendors to ensure Customer Satisfaction.
• Support Siemens CSEs, vendor and in-house personnel to ensure that they are effective in providing contracted servicing of customer equipment.

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

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:

$96,360 - $132,495

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 accor