Siemens Customer Success Manager - Population Health in Cary, North Carolina
Customer Success Manager - Population Health
Locations:Cary, North Carolina
Job Family: Research & Development
Division: Siemens Healthineers
Business Unit: Services
Requisition Number: 201126
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: 25%
Siemens is a global technology powerhouse that has stood for engineering excellence, innovation, quality, reliability and internationality for more than 165 years. As a global technology company, Siemens is rigorously leveraging the advantages that this setup provides. To tap business opportunities in both new and established markets, the Company is organized in nine Divisions: Power and Gas, Wind Power and Renewables, Energy Management, Building Technologies, Mobility, Digital Factory, Process Industries and Drives, Healthineers and Financial Services.
With 45,000 employees Siemens Healthineers is one of the world’s largest suppliers of technology to the healthcare industry and a leader in medical imaging, laboratory diagnostics and healthcare IT. All supported by a comprehensive portfolio of clinical consulting, training, and services available across the globe and tailored to customers’ needs. So that more people can have a life that is longer, richer, and more filled with happiness.
For more information, please visit: http://www.usa.siemens.com/healthineers
Be the ambassador/liaison between implementations, sales, 3rd party partners, business unit, and customers, to manage long term value creation with PHM customers. The Customer Success Manager will own the relationship with the customer in terms of value reporting, trusted advisor in usage and planning of PHM solution expansion, and first level technical support. Focus will be on the PHM solutions, initially with IBM Phytel, WCM, and Explorys.
Reports to the Director PHM Implementations. Responsible for identifying and prioritizing customer and internal issues with the PHM products. Coordinating and communicating timely resolutions across organizational boundaries. Drive accountability and ownership. Deliver input and drive process improvements to increase quality of service delivery and prevent repetition of issues. Ownership in value messaging to customers as well as accountable to partner with customer to identify potential expansions of product/service offerings.
Internal: DS Business Unit (sales, implementations, management), Finance, HQ Factory.
External: Customers, Third Party Product and Service Providers
Improve overall customer satisfaction and loyalty:
Accountable for root cause analysis and education of the issue(s) at all levels.
Develop and/or provide input to related action/project/program plans.
Own issue(s) from a customer perspective.
Establish process to support escalation engagements. Define schedule, key milestones, success criteria, and reporting procedures.
Proactively identify potential risks and recommend proper mitigation.
Assemble and lead cross-functional teams to resolve issue(s) correctly with the needed and agreed-to timeline.
Visit key customers to monitor/measure progress and ensure expectations are understood and exceeded.
Deliver monthly value reports to customer to show usage, improvement of outcomes, etcetera.
Improve employee satisfaction:
Lead cross-functional teams through the most critical projects, providing guidance/coaching and support.
Motivating and inspiring the cross-functional teams to work together in a unified approach to deliver high quality outcomes and to minimize repeat issues.
Facilitate program status meetings with internal and customer teams on a regular basis and provide timely, detailed status updates to teams.
Insure proper ownership of issues and help organizations accomplish their primary goals.
Improve Service Delivery:
Evaluate all issues and associated processes from a customer perspective. Apply lean principles to reduce waste.
Determine best practices and drive consistency and process compliance.
Proactively review service delivery processes to prevent issues from happening.
Experience in managing, leading, and motivating, teams and individuals.
Strong communication and follow-up skills.
Experience with process improvement activities
Experience with Product and customer workflows.
Passion for customer, employee, and product excellence.
Ability to prioritize work in a complex multi-tasking environment.
Experience with mitigating challenging customer complaints using a logical, systematic, customer centric process.
Ability to interact at all levels up to and including Senior Executives.
High level of technical and product proficiencies and the ability to drive discussions from a technical perspective.
Strong SQL, scripting (VB Script) competencies. Basic understanding of analytics/statistics with desire to develop to advanced level. Interested in growing skills in area of PHM. Must be strong communicator with ability to influence decision makers.
Strong SQL and scripting (VB Script) competencies. Basic understanding of analytics/statistics with desire to develop to advanced level. Interested in growing skills in area essential to PHM (R, Data Warehousing, EMR data extraction, data visualization, etcetera). Must be strong communicator with ability to influence decision makers. Must have intermediate level business/finance acumen.
BS Computer Science, statistics, analytics, etcetera, or BA/BS in business/finance. Advanced degree in either discipline preferred.
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 at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm .
Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here at https://www.dol.gov/ofccp/pdf/PayTransparencyNotice_JRFQA508c.pdf .