Customer Success Manager, CS - Houston, TX

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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 cust