Customer Success Manager, Point of Care Diagnostics (Houston)

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.

Responsible for: Implementation including verification/validation, training including train the trainer, troubleshooting, customer retention

The Customer Success Manager is a field position based out of the Houston, Texas area to support our Texas territory. This key role that supports our growing business by providing excellent customer support to increase, and maintain, customer loyalty that delivers continual product retention and customer feedback scores at or ahead of promoted classification.  

Your role:

• Support new and existing Siemens Healthineers customers with implementations, training, and troubleshooting.

• Work with customers to identify customer needs and requirements regarding training and verification/validation requirements.

• Develop and coordinate the customer training, implementation, and go-live plan to ensure customer implementation timelines are met.

• Act in project management capacity with customers for implementations, go-live installations and support of informatics / middleware connectivity with POC devices.

• Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) towards to increase the use of our Point of Care (POC) products 

• Assist the customer in establishing & maintaining standardizations, standing orders and best practices post go-lives

• Identify and communicate potential “at risk” customers to the appropriate Siemens stakeholder.

• In partnership with the Account Executive, perform regular business reviews at required intervals including the assessment of error rates, reagent and consumable ordering, service contract management, customer satisfaction, potential unmet needs, improvement ideas, etc. with a view to further develop the partnership with the account.

• Communicate product update and improvement information to customers in accordance with regulatory, quality and compliance guidelines.                            

• Document all customer activities in the appropriate customer relationship management (CRM), Quality Management System (QMS) and/or other tools and processes in a timely and compliant manner as required  

• Ensure that all detailed sales forecasting, training modules, and required reporting, including in all required internal quality and other tools and processes, are completed promptly and accurately.

Your expertise:

• Bachelor’s degree or equivalent in a biological science, nursing, or respiratory therapy

• 4+ years of work history as a medical technologist, point of care coordinator, respiratory therapist, or nurse is preferred

• Point of care testing experience, either end user or oversight is required.  

• Specific experience using Blood Gas Analyzers strongly preferred.

• Experience project management within a hospital or laboratory setting

• Outstanding oral, written and presentation communication skills that can be applied to customers, with the ability to present technical information in a clear and concise manner  

• Ability to demonstrate strategic critical thinking and focused, executable decision making  

• Highly organized, able to manage multiple tasks and projects simultaneously

• Must be able to travel throughout designated territory to customer sites and other business locations in the USA as required

• 70% travel within California required. Travel outside territory may be required based on business need

• Company car provided

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 Siemens Healthineers businesses, please visit our company page here.

Min $86,700 - Max $130,000

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.

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.

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.

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.

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.

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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.”

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