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Customer Experience Specialist

2 months ago

Denver, Colorado, United States Siemens Medical Solutions Usa, Inc. Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team at Siemens Medical Solutions USA, Inc. This is a unique opportunity to work with a global leader in the healthcare industry and make a meaningful impact on the lives of patients and healthcare professionals.

Key Responsibilities
  • Assist in the assessment of new business opportunities and develop key account plans in collaboration with the Account Executive.
  • Deliver reagent, instrument, and informatics volume utilization as directed by key account plans and performance targets.
  • Increase and maintain customer loyalty, ensuring continual product retention and customer feedback scores at or ahead of promoted classification.
  • Complete pre-sales activities, assess current workflows, and evaluate customer needs and goals, including support, training, and implementation.
  • Act as a project manager for customer implementations, go-live installations, and support of informatics/middleware connectivity with Point of Care devices.
  • Identify customer needs and requirements, including pre- and post-analytical reviews, to support the successful adoption of Point of Care technology by end users in key accounts.
  • Perform all EPOC installation and implementation requirements in customer sites as necessary.
  • Serve as a subject matter expert for all SHS and competitive emergency, critical, and primary care product lines (and competitors) both technically and clinically, with a strong functional understanding of POC Informatics and customer information interfaces.
  • Assist the partner Account Executive throughout the sales cycle to assess and position the optimal workflow and effectiveness solutions to meet customer needs.
  • Develop and coordinate customer training, implementation, and go-live plans in conjunction with customer service to ensure that the account meets or exceeds implementation timelines and end-user proficiency over product usage lifecycles.
  • Work with customers to establish training and verification/validation requirements and conduct troubleshooting activities.
  • Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) to increase the use of our Point of Care products.
  • Assist customers in establishing and maintaining standardizations, standing orders, and best practices post-go-lives.
  • 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.
  • In partnership with the Account Executive, work to review and target customers with a legacy install base to determine the optimal solutions for the customer and the company.
  • Work with key accounts and stakeholders to establish laboratory requirements (e.g., CLIA, CAP, JCAHO).
  • Liaise between sales, technical, service, and PMO organizations to drive a positive and seamless customer experience.
  • Communicate product update and improvement information to customers in accordance with regulatory, quality, and compliance guidelines.
  • Demonstrate and/or socialize all of Siemens Healthineers products and services to develop the customer partnership further and foster customer loyalty.
  • 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.
  • Attend and present at local, regional, and national conferences as subject matter experts.
  • Work with internal teams such as Marketing to develop and maintain relationships with Key Opinion Leaders (KOLs).
Requirements
  • 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.
  • Point of care testing experience, either end user or oversight, is preferred.
  • Experience in lean six-sigma and/or complex 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 to drive sales success.
  • Highly proficient in the use of sales and customer relationship management (CRM) platforms.
  • 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.