Digital & Automation Customer Engagement Manager

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.

Supports the sales organization of the assigned organizational unit in developing strategic and midterm business strategies, structures and processes, focusing options to exploit best market opportunities.

• In partnership with the sales team, drive customer retention and contract renewal leveraging effective business intelligence and reporting according to client needs, e.g., performance indicators & contract obligations, insights & advice for proactively optimizing service and consulting deliverables. 
• Train customers on reporting and analytics tools, and pre-packaged BI reports and dashboards.
• Collaborate with customers to define client-specific goals and build custom BI reports to enable KPI tracking and gain additional business insights.
• Collaborate closely with cross functional teams, including sales, centralized operations, advisory service consultants, and vendor partners to develop an overall customer strategy and grow customer loyalty.
• Act as primary interface to Customer Success, Operations and Project Management teams.
• Ensure account customers receive optimum levels of service and execution and optimization of all contract deliverables. 
• Maintain high levels of customer satisfaction with Siemens resulting in increasing customer loyalty.
• Facilitate visits and reference calls by prospective customers to the facility in accordance with agreed upon cadence. Arrange hosting of visits to ensure a successful information exchange with key stakeholders.
• 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 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.

This position may suit you best if you are familiar with what is below, and would like to do develop your career with Healthineers
 

• Experience in identifying and prioritizing Customer and internal issues
• Proficiency in BI and analytics tools, Qlik sense preferred.
• 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.
• Experience 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.
• 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.
• Ability to facilitate tiger teams for Customers identified as critical hot spot to move customer from critical to steady state.
• Willingness and ability to coach and mentor.                    

Required skills to have for the success of this role.

• 10+ years in Customer facing role in healthcare environment.
• BS/BA in business or healthcare, or equivalent combination of education and experience
• MBA or MS with healthcare focus preferred.
• Experience in BI report design with tools like Qlik Sense, Power BI, Tableau
• Radiology workflow 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 50%
• Knowledge within Project Management or SCRUM

The pay range for this position is $130,000 - $190,000 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. The annual incentive target is 15% of base pay.  Siemens Healthineers offers a variety of health and wellness benefits including paid time off and holiday pay.   Details regarding our benefits can be found here: https://benefitsatshs.com/index.html

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. To learn more, Click here.

Reasonable Accommodations
Siemens Healthineers is committed to equal employment opportunity. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations.

If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form here.  If you’re unable to complete the form, you can reach out to our HR People Connect People Contact Center for support at [email protected]. Please note HR People Connect People Contact Center will not have visibility of your application or interview status. 

Pay Transparency Non-Discrimination Provision
Siemens Healthineers follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here

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

Beware of Job Scams

Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees.  These scammers may attempt to collect your confidential personal or financial information.  If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers Career Site.

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.

We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile in our talent community where you can upload your CV. Setting up a profile lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes.

Who we are: We are a team of more than 73,000 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 Healthineers’ specific businesses, please visit our company page here.

As an equal opportunity employer, we welcome applications from individuals with disabilities.

Data Privacy: We care about your data privacy and take compliance with GDPR as well as other data protection legislation seriously. For this reason, we ask you not to send us your CV or resume by email. We ask instead that you create a profile where you can upload your CV. Setting up a profile also lets us know you are interested in career opportunities with us and makes it easy for us to send you an alert when relevant positions become open. Register here to get started.

Beware of Job Scams: Please beware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as Siemens Healthineers recruiters/employees.  These scammers may attempt to collect your confidential personal or financial information.  If you are concerned that an offer of employment with Siemens Healthineers might be a scam or that the recruiter is not legitimate, please verify by searching for the posting on the Siemens Healthineers career site.

To all recruitment agencies: Siemens Healthineers does not accept agency resumes. Please do not forward resumes to our jobs alias, employees, or any other company location. Siemens Healthineers is not responsible for any fees related to unsolicited resumes. As an equal opportunity employer, we welcome applications from individuals with disabilities.