Customer Success Manager - Healthcare

Job Description

Organization: Digital Industries
Business Unit: Customer Services
Requisition Number: 248354
Primary Location: United States-Washington-
Other Locations: United States-California-, United States-Arizona-, United States-Colorado-, United States-Nevada-
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 25%

Division Description:


Job Description:



The Customer Success Manager (CSM) in Digital Services at Siemens Healthineers will own the relationship with the strategic Customers from “sales hand-over to end-of-contract.  They are responsible for Customer retention, satisfaction, growth and optimization.  This role is the Customer’s consistent “point-of-contact” from sales hand-over to end of Customer contract within Digital Services. They will have a solid understanding of the Customer’s strategy and enterprise business objectives, as well as the ability to identify what additional Siemens solutions would drive Customer value.  The CSM will interact with the Customer at all levels of the organization including the C-Suite.  The right candidate will have a solid understanding of the changing climate in healthcare and the impact to our Customers.

This role is also responsible for managing internal and external relationships across the Customer value stream. They 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 CSM is responsible for collecting ‘Voice of the Customer’ data directly from the Customer, prioritizing and looping it back to appropriate departments for improvement opportunities. 

  • Establish, develop and maintain strong relationships with key members of the Customer team

  • Proactively identify potential risks with recommended mitigation strategy – drive that strategy when applicable

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

  • Escalate complex issues and concerns to appropriate senior leadership 

  • Identify and close consulting  & sales opportunities

  • Manage account health, requests and issues

  • Influence 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

  • Champion a positive Customer Experience

  • Manage MSAs, SOWs and amendments to facilitate and ensure delivery of contractual obligations, services and fees


Competencies & Capabilities:


  • Experience in identifying and prioritizing Customer and internal issues

  • Skilled in coordinating and communicating timely resolutions across organizational boundaries

  • Ability to drive accountability and ownership – both at Siemens within a matrix environment, as well as with the Customer

  • 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

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

  • Knowledge within the Population Health and Value Based Care market with the ability to take that knowledge and partner with Customers to establish strategic goals

  • 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

  • Accountable for root cause analysis and education of the issue(s) at all levels                           

  • Passion for Customer, product and Digital Services excellence                                               

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

  • Experience with mitigating challenging customer complaints using a logical, systematic, Customer centric process                               

Experience & Education:

  • 10+ years in Customer facing role in Healthcare environment

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

  • Radiology workflow  and/or Value Based Care (PHM) experience strongly preferred

  • Sufficient understanding of medical terminology

  • Experience with C-Suite in hospital setting required

  • Process Improvement and “Voice of Customer” experience a plus

  • Ability to travel to customer sites (up to 70%)

  • Knowledge within Project Management or SCRUM








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.

EEO is the Law
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.

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