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Healthcare Customer Engagement Specialist
2 months ago
Siemens Medical Solutions USA, Inc - Healthcare Customer Engagement Specialist - Gulfport, Mississippi This is a Job Description for a Healthcare Customer Engagement Specialist in Gulfport, Mississippi.
Overview:
At Siemens Medical Solutions, we foster an inspiring and supportive atmosphere that builds a global community celebrating diversity and individuality.
We encourage you to expand your horizons, providing resources and flexibility to promote both your professional and personal development while appreciating your unique contributions.
We invite you to consider the role of Healthcare Customer Engagement Specialist (CES) to assist throughout every stage of the customer journey for all significant accounts within your assigned territory.
Key Responsibilities:
Assist in identifying new opportunities and developing key account strategies alongside your partner Account Executive (AE).
Deliver reagent, instrument, and informatics volume utilization as outlined by key account strategies and POC performance objectives.
Enhance and sustain customer loyalty that ensures continuous product retention and customer feedback scores at or above targeted classifications.
Conduct pre-sales activities and evaluate current workflows, assessing the needs and objectives of the customer, including support, training, and implementation.
Act in a project management role with customers for implementations, go-live installations, and support of informatics/middleware connectivity with POC devices.
Identify customer needs and requirements, including pre and post-analytical reviews, to facilitate the successful adoption of POC technology by end users in key accounts.
Perform all EPOC installation and implementation tasks at 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.
Develop and coordinate customer training, implementation, and go-live plans in collaboration 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.Formulate adoption strategies that emphasize best practice change management and monitor the onboarding of customers (stakeholder engagement, change management, implementation plans) to increase the utilization of our Point of Care (POC) products.
Assist the customer in establishing and maintaining standardizations, standing orders, and best practices post-go-lives.In partnership with the AE, conduct regular business reviews at required intervals, including the evaluation of error rates, reagent and consumable ordering, service contract management, customer satisfaction, and potential unmet needs.
Act as a liaison between sales, technical, service, and PMO organizations to ensure a positive and seamless customer experience.Document all customer interactions 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.
Attend and present at local, regional, and national conferences as subject matter experts.Qualifications:
Bachelor's degree or equivalent in biological science, nursing, or respiratory therapy.
4+ years of experience as a medical technologist, point of care coordinator, respiratory therapist, or nurse.
Point of care testing experience, either as an end user or in an oversight capacity, is preferred.
Experience in lean six-sigma and/or complex project management within a healthcare or laboratory environment.
Exceptional oral, written, and presentation communication skills that can be applied to customers, with the ability to convey technical information clearly and concisely 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, capable of managing multiple tasks and projects simultaneously.
Must be able to travel throughout the designated territory to customer sites and other business locations as required.
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