Siemens Careers

Customer Success Associate. - Healthcare

Cary, North Carolina

English (US)

Job Description

Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 224102
Primary Location: United States-North Carolina-Cary
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 40%

Division Description:


Job Description:

About This Exciting Opportunity 

The Customer Success Associate (CSA) in Digital Services at Siemens Healthineers will own the relationship with small to mid-size Customer, from end-to-end.  They are responsible for Customer retention, satisfaction, growth and optimization.  This role must have a solid understanding of the Customer’s business objectives, the ability to learn the Digital Services suite of products as well as manage internal and external relationships across the entire Customer value stream.  They will act as the Customer’s consistent “point-of-contact” from sales hand-over to end of Customer contract within Digital Services.

The Customer Success Associate will ensure transition through the Customer value stream is seamless and fluid.  This position will work closely with other internal team members to ensure a cohesive, positive Customer experience. The CSA is responsible for collecting Customer data and driving it back through the organization, in a feedback loop, to ensure the Customer’s voice is heard. 

·        Establish, develop and maintain strong relationships with Customer representatives

·        Identify emerging Customer needs and serve as a liaison between Customer and internal Siemens departments

·        Escalate complex issues and concerns with Customer Success Managers and senior leadership to ensure Customer satisfaction

·        Develop and deliver strategic training courses to demonstrate product functionality and applicability

·        Generate detailed reporting on Siemens product performance, efficiency and utilization

·        Research the product, data integrity, potential product issues, reporting needs and consulting services

·        QA software as needed to ensure Customer satisfaction

·        Monitor and track client requests, questions and issues

·        Utilize internal business tools to assess and manage account health, manage contacts and issues

·        Influence internal product stakeholders using persuasive cases to advocate Customer specific requests

·        Leverage past Customer experiences to facilitate future process improvement

·        Motivate and coach new and existing team members to achieve high levels of Customer service

·        Review MSAs, SOWs and amendments and facilitate necessary activities to drive contractual obligations, services and fees


Competencies & Capabilities:


·        Proficient in reviewing and interpreting complex MSAs, SOWs and amendments

·        Experience in identifying and prioritizing Customer and internal issues with the Value Based Care solutions

·        Skilled in coordinating and communicating timely resolutions across organizational boundaries

·        Ability to drive accountability and ownership within a matrix environment

·        Deliver input and drive process improvements to increase quality of service delivery and prevent repetition of issues

·        Awareness around what elements drive a hospital from a business perspective (radiology preferred) and what metrics payers and providers establish in order to drive quality, satisfaction and cost based results

·        Knowledge within the Population Health market and the shift to value based care

·        Self-starter, self-motivated, high level of initiative within a fast-paced, constantly evolving Healthcare environment

·        Result focused, ability to solve complex problems and resolve conflicts in a timely manner

·        Strong documentation skills with attention to detail

·        Entrepreneurial spirit

·        Passion for Customer, product and Digital Services excellence

·        Ability to prioritize work in a complex multi-tasking environment


Experience & Education:

·        0 - 5 years in Customer facing role, preferable in Healthcare environment

·        BS/BA in business or healthcare, or equivalent combination of education and experience

·        Clinical workflow experience strongly preferred

·        Basic understanding of medical terminology

·        Experience with SQL and /or SAS

·        Process Improvement and VoC experience

·        Ability to travel to Customer sites (up to 40%)



Equal Employment Opportunity Statement
Siemens 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, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

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Applicants and employees are protected under Federal law from discrimination. To learn more, Click here.

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here.