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Medical Customer Experience Specialist, POC

2 months ago

Issaquah, Washington, United States Siemens Medical Solutions USA, Inc Full time
Job Summary

We are seeking a highly skilled Medical Customer Experience Specialist to join our team at Siemens Medical Solutions USA, Inc. This role will be responsible for providing exceptional customer experience and support to key accounts within their designated territory.

Key Responsibilities
  • Customer Support and Partnership Development
    • Assist in the assessment of new opportunities and development of key account plans in collaboration with the Account Executive (AE)
    • Deliver reagent, instrument, and informatics volume utilization as directed by key account plans and POC performance targets
    • Increase and maintain customer loyalty, ensuring continual product retention and customer feedback scores at or ahead of promoted classification
  • Pre-Sales and Project Management
    • Complete pre-sales activities, assessing current workflows and evaluating the needs and goals of the customer, including support, training, and implementation
    • Act in a project management capacity with customers for implementations, go-live installations, and support of informatics/middleware connectivity with POC devices
  • Customer Needs Identification and Requirements
    • Identify customer needs and requirements, including pre- and post-analytical reviews, in support of the successful adoption of POC technology by end users in key accounts
    • Perform all EPOC installation and implementation requirements in customer sites as appropriate
  • Subject Matter Expertise
    • Subject matter expert for all SHS and competitive emergency, critical, and primary care product lines (and competitors) both technically and clinically
    • Strong functional understanding of POC Informatics and customer information interfaces
  • Training and Implementation
    • Assist the partner AE throughout the sales cycle to assess and position the optimal workflow and effectiveness solutions to meet the needs of the customer
    • Develop and coordinate the customer training, implementation, and go-live plan in conjunction with customer service to ensure that the account meets or exceeds implementation timelines and end-user proficiency over product usage lifecycles
  • Adoption Strategies and Onboarding
    • Develop adoption strategies that focus on best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) towards increasing the use of our Point of Care (POC) products
    • Assist the customer in establishing and maintaining standardizations, standing orders, and best practices post-go-lives
  • Business Reviews and Partnership Development
    • In partnership with the AE, 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 AE, work to review and target customers with a legacy install base, to determine the optimal solutions for the customer and the company
  • Laboratory Requirements and Compliance
    • 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
  • Product Updates and Communication
    • 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
  • Documentation and Record-Keeping
    • Document all customer activities and interactions in accordance with company policies and procedures
Requirements

To be successful in this role, you will need:

  • Strong Customer Service Skills
  • Excellent Communication and Interpersonal Skills
  • Ability to Work in a Fast-Paced Environment
  • Strong Analytical and Problem-Solving Skills
  • Knowledge of Medical Point of Care Solutions and Technologies
  • Experience in a Similar Role or Industry