Customer Success Manager - Baltimore

Siemens Healthineers; Baltimore (MD); On-site; USD 118,000 - 162,000; Full time

Job summary

Siemens Healthineers in Baltimore area is seeking a Customer Success Manager to drive service delivery and customer partnerships. You will analyze AR status, coordinate with Sales & Service, and manage escalations while supporting billing, PO processes, and asset-management matters.

The role emphasizes collaboration with RSM, CSE, CSML, and internal teams to ensure compliant PM/UI activities and seamless customer interactions across sites.

Qualifications

• BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred.
• Minimum of 3 years professional experience 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.

Responsibilities

• Analyzes and interprets Accounts Receivable (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 assigned accounts is an essential part of this activity. In addition, provides the sales team with regular updates.
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at assigned sites and communicates directly with CCC and CSE resources to deliver 100% compliance.
• Acts as liaison between Siemens service team and accounts in-house service (Biomed/Clinical Engineering).
• Conducts billing validation, oversees the Purchase Order (PO) process and performs any other service-based administrative activity.
• Manages escalations between internal and external service providers.

Skills

Excellent communication

Client relationship management

Biomedical technology background

Multivendor imaging support

Education

BS/BA in medical field or engineering/technology or business administration with healthcare background

Job description

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.

• Service Area - Johns Hopkins, Baltimore
• Shift Requirements after onboarding/training for this role:M-F, 8:00 AM - 5:00 PM

This is a role well suited to an ambitious professional, looking for the next step in their career. As aCustomer Success Manager you will be responsible for

• Analyzes and interprets Accounts Receivable (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, Customer Service Material Logistics (CSML) (parts) and technical support resources. Communication to assigned accounts is an essential part of this activity. In addition, provides the sales team with regular updates
• Analyzes Preventive Maintenance (PM) and Update Instruction (UI) activity for all FLs at assigned sites and communicates directly with Customer Call Center (CCC) and CSE resources to deliver 100% compliance
• Acts as liaison between Siemens service team and accounts in-house service (Biomed/Clinical Engineering)
• Conducts billing validation, oversees the Purchase Order (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

This position may suit you best ifyou are familiar withwhat is below, and would like todo develop your career with Healthineers

• 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

Required skills to have for the success of this role

• BS/BA in a medical field, engineering/technology or business administration with healthcare background preferred
• Minimum of 3 years professional 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:

$117,770 - $161,931

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 accordance with the terms of the Company's plan. Commissions are based on individual performance and/or company performance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

Position must have full access to Siemens Healthineers’ client sites to perform the essential functions of this position. Many clients require Siemens Healthineers employees and representatives to meet certain Vendor Credentialing requirements before they will be allowed to have access to their sites. Unless prohibited by law, position must meet all Vendor Credentialing requirements necessary to have full client access and must continue to meet those requirements during the course of employment in this position. These requirements vary by client and may include, but are not limited to: Proof of valid identification (photo, driver's license, SSN) Criminal background checks Drug screens Immunizations (COVID-19, Hep B, MMR, Varicella, Influenza, Tetanus) Annual TB testing Healthcare training.

Equal Employment Opportunity Statement:

Siemens Healthineers is an Equal Opportunity and Affiantive 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 unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, 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.

California Privacy Notice:

California residents have the right to receive additional notices about their personal information. To learn more, click here.

Export Control:

"A successful candidate must be able to work with controlled technology in accordance with US export control law." "It is Siemens Healthineers' policy to comply fully and completely with all United States export control laws and regulations, including those implemented by the Department of Commerce through the Export Administration Regulations (EAR), by the Department of State through the International Traffic in Arms Regulations (ITAR), and by the Treasury Department through the Office of Foreign Assets Control (OFAC) sanctions regulations."