Customer Success Manager - New York Metro

563d Siemens Medical Solutions USA, Inc.; United States; On-site; USD 132,000 - 182,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term and short-term disability

Paid parking/public transportation

Paid time off

Paid sick and safe time

Job summary

Siemens Healthineers USA, Inc. seeks an experienced professional to support service operations in the New York Metro area.

The role focuses on AR status analysis, stakeholder communication, and coordination with service teams to ensure timely, cost-effective, and quality-driven outcomes. You will liaise with Sales, Service, and Biomedical teams, manage billing validation and PO processes, and help maintain 100% compliance across sites.

Qualifications

• 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

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, Customer Service Material Logistics (CSML) (parts) and technical support resources
• Communicates with assigned accounts and provides regular updates to the sales team
• Analyzes PM and UI activity for all FLs at assigned sites and ensures 100% compliance
• Acts as liaison between Siemens service team and accounts in-house service (Biomed/Clinical Engineering)
• Conducts billing validation, oversees the PO process and performs service-based administrative activity
• Manages escalations between internal and external service providers

Skills

Accounts Receivable

Communication skills

Billing validation

PO process

Education

BS/BA in healthcare/engineering/business

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 – New York Metro

Shift Requirements after onboarding/training for this role: M-F, 8:00 AM – 5:00 PM

Role Overview

This is a role well suited to an ambitious professional, looking for the next step in their career.

• 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 if you are familiar with what is below, and would like to do 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
• Understand(s) 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 and Experience

• 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 the 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.

The base pay range for this position is: $132,270 - $181,874

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.

Benefits

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 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 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.

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.”

Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data privacy legislation seriously.

California residents have the right to receive additional notices about their personal information.

We are a team of 72,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world.

Our culture: We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to improve people’s lives around the world. We embrace a culture of inclusivity in which the power and potential of every individual can be unleashed. We spark ideas that lead to positive impact and continued success.