Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Customer Success Manager ensuring customer satisfaction and service excellence at Siemens Healthineers. Collaborating with various teams for operational management and support in service delivery.
Responsibilities
- 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
- Supports all aspects of service delivery and daily operations
- Works with Local RSM’s to plan and manage the service business as contracted through Siemens
- Monitors training for personnel resources and provides feedback to RSM’s to ensure only trained personnel are servicing equipment
- Immediate availability to oversee all operational activities (acts as on-site RSM)
- Receives system status alerts and provides regular communications to key account contacts on all service activity
- Analyzes and interprets Accounts Receivable (AR) status and provides guidance and recommendations to internal partners
- Engages in technical escalation management by supporting the process with the RSM, CSE, Customer Service Material Logistics (CSML) (parts) and technical support resources
Requirements
- 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 imaging & biomedical technology maintenance operations excellence
- Excellent communication skills – verbal, written, presentation
- Must be results-driven, action oriented and passionate about making a positive customer impact while balancing business needs.
Benefits
- 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
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