Join our team now at Siemens Healthineers as Digital Customer Engagement Manager. The Customer Engagement Manager (CEM) manages internal and external relationships across the Customer value stream, ensuring the transition is seamless and fluid. The CEM works closely with other internal team members to ensure a cohesive, positive Customer experience. The CEM collects ‘Voice of the Customer’ data directly from the Customer, prioritizing and looping it back to appropriate departments for improvement opportunities. In this role you will assist customers using Siemen’s Digital and Automation portfolio, tools and services, help drive efficiency and effectiveness in hospital processes. In addition, this role will be responsible for Analyzing customers’ business requirements, including clinical, operational and financial, and assisting customers with reporting and analytics. • Managing customer engagements

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

　　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

　　At Siemens Healthineers, we value those who dedicate their energy and passion to a greater cause. Our people make us unique as an employer in the med-tech industry. What unites and motivates our global team is the inspiration of our common purpose: To innovate for healthcare, building on our remarkable legacy of pioneering ideas that translate into even better healthcare products and services. We recognize that taking ownership of our work allows both us and the company to grow. We offer you a flexible and dynamic environment and the space to move beyond your comfort zone to grow both personally and professionally.

　　If you want to join us in transforming the way healthcare is delivered, visit our career site at https://usa.healthcare.siemens.com/careers.

　　If you wish to find out more about the specific before applying, please visit: https://usa.healthcare.siemens.com/about.

　　As an equal-opportunity employer we are happy to consider applications from individuals with disabilities.

　　*LI-WC1

　　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 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 (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 (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

　　California Privacy Notice

　　California residents have the right to receive additional notices about their personal information. To learn more, click here (https://new.siemens.com/us/en/general/legal/us-internet-privacy-notice-state-rights.html) .