Healthcare - Customer Loyalty Manager

Job Description

Organization: Siemens Healthineers
Business Unit: Services
Requisition Number: 239046
Primary Location: United States-Texas-Dallas
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Associate's Degree / College Diploma
Travel Required: 10%

Division Description:

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Job Description:

Mission of Function

The Client Service Manager (CSM) is a field-based position reporting to the regional VP of Enterprise Services (ES). The CSM is tasked with driving customer loyalty at Integrated Service Management (ISM) accounts. Key tasks include:

·        Oversight of day-to-day operations on Siemens-Healthineers as well as multi-vendor technology under contract.

·        Periodic (quarterly) reporting of key performance indicators to the customer oversight team.

·        Presenting as a single point of contact for the customer for all matters related to the service portfolio covered by the contact.

·        Identifying opportunities to provide greater value to the customer based on an intimate knowledge of their challenges and the ES portfolio.

·        Working with the regional sales leadership and other Siemens business lines to support with capital equipment purchases.

 

Dimensions of the function

Each CSM is assigned to one or more regional accounts in the US with the responsibility of managing the Integrated Service portfolio in accordance to the contract and stated KPI’s.   The CSM should be fully versed in the portfolio of offerings of Enterprise Services and should identify and present those services which could provide additional value to the customer. The CSM should also explore footprint expansion based on growth initiatives of the customer (e.g. new facility construction/acquisition).

       Coordinate with all Siemens & customer stakeholders in supporting account activities and processes, e.g. service escalations with Siemens personnel or ISM Vendors.

       Collaborate closely with equipment service & sales teams to support customer loyalty & grow Siemens

       Coordinate activities with 3rd party partners relative to the contract

·        Manage the relationship as the key point of contact for the customer, Siemens and partner stakeholders

       Partner to drive account evolution & renewal processes

       Analyze and resolve client queries in accurate & timely manner

       Ensure positive working relationship with clients for business growth

       Understand customer’s business & identify asset management optimization solutions to grow their success, e.g. workflow, utilization, market demographic data, capital planning, etc.

       Develop with support effective business reporting according to the client needs, e.g., inventory, key Service Operations performance indicates and contract obligations

       Support coverage & inventory change requests from customers

       Develop with support an account management plan to meet customer & business objectives

       Provide excellent customer service to ensure customer satisfaction & loyalty

       Organize Siemens CSE staff training for performance & skill development as required

       Ensure client deliverables are in accordance with company standards

       Execute & manage assigned work within allotted timeline & budget

       Review & manage supplier payments, Customer invoicing, etc.

       Execute vendor standard service strategies to support profitable growth & customer satisfaction

       Partner with local service & sales team to support Siemens growth; i.e., multivendor socket conversion, insourcing

       With support manage account meetings, provide agendas and meeting notes with clear who-what-when action plans

       Ensure quality standards are met within the Quality Management System

       Ensure meet regulatory compliance requirements, e.g. insourcing & vendor qualification

       With support manage P&L management accountability to meet or exceeded targets

 

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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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