Now’s our time to inspire the future of healthcare together. Siemens Healthineers is a leading global medical technology company with over 170 years of experience and 18,000 patents. More than 60,000 dedicated colleagues in over 70 countries are driven to shape the future of healthcare. We stand with our customers around the world to support them in delivering high quality care to their patients. An estimated 5 million patients across the globe benefit every day from our innovative technologies and services in the areas of diagnostic and therapeutic imaging, laboratory diagnostics and molecular medicine, as well as digital health and enterprise services. This is what truly matters to us. 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. Location: Must reside on the East Coast 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. 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 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 Awareness 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 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 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 Siemens Healthineers has recently announced the next steps in our continued commitment to prioritize colleague health, comply with customer/business partner requirements, and help preserve our business continuity. Going forward, please be aware that Siemens Healthineers requires full COVID-19 vaccination for all new hires by their start date. (Note: Accommodations may be requested for certain medical or religious reasons) 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. Organization: Siemens Healthineers Company: Siemens Medical Solutions USA, Inc. Experience Level: Experienced Professional Job Type: Full-time 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. Pay Transparency Non-Discrimination Provision Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more, Click here. California Privacy Notice California residents have the right to receive additional notices about their personal information. 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