Senior Manager, Customer Solutions

Senior Manager, Customer Solutions

• Location: Hybrid, 40 - 60% Domestic Travel

Role Description

The Senior Manager, Customer Solutions, is a hands-on leader responsible for driving Samsung Healthcare America's customer success strategy through direct customer engagement, technical leadership, strategic partnerships, and operational support. This role works within the Service organization to resolve complex technical issues, support critical customer escalations, and implement initiatives that improve customer satisfaction, maximize equipment uptime, and strengthen long-term customer relationships.

Provide leadership for Customer Success, Strategic Partnerships, and Customer Technology by strengthening customer relationships, supporting advanced technical initiatives, and serving as the primary liaison between Samsung Healthcare America, Samsung Headquarters, Technical Support, and the Field Service organization. This role ensures effective communication, collaboration, and execution across organizations while improving customer satisfaction, maximizing system uptime, supporting strategic growth initiatives, and delivering a world-class OEM customer experience.

Success in this role requires a leader who is equally comfortable engaging with customer, collaborating with headquarters, product teams, and working directly with service personnel to resolve technical and operational challenges. The Senior Manager leads by example, remaining closely involved in customer issues, identifying opportunities for continuous improvement, and translating customer feedback into actionable solutions that enhance service performance and business results.

Key duties and responsibilities, other duties may be assigned:

• Build and maintain positive working relationships with strategic customers, dealer partners, and Biomedical leadership.
• Support Sales and Marketing by participating in customer presentations, product demonstrations, site assessments, RFP responses, and service planning.
• Manage customer escalations and assist in developing and implementing customer recovery plans.
• Conduct Quarterly Business Reviews (QBRs) with assigned customers to review service performance and identify improvement opportunities.
• Provide support and guidance to Technical Support Engineers (TSEs) and other technical resources as needed.
• Work with Service Management and headquarters teams to resolve complex product and system issues.
• Support strategic sales opportunities by providing technical expertise during customer meetings, demonstrations, and proposal responses.
• Promote OEM service best practices to improve equipment uptime, reliability, and customer satisfaction.
• Monitor system performance, including uptime, response times, and other customer service KPIs, and recommend corrective actions when needed.
• Maintain accurate documentation of customer activities, service issues, and follow-up actions.
• Perform other duties as assigned.

Qualifications and Requirements:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• Bachelor's degree in Engineering, Biomedical Engineering, Business, Healthcare Administration, or related field required.
• 10+ years of progressive leadership experience in medical imaging service, technical services, customer success, or healthcare operations.
• Experience supporting Technical Support Engineers, customer relationships, and cross-functional teams.

Computer & Analytic Skills

• Advanced proficiency with Microsoft Office Suite and Salesforce CRM
• Ability to analyze KPIs, customer trends, and operational performance metrics
• Executive-level presentation and business review capabilities.

Competencies

• Customer Success
• Customer Technology Leadership
• Strategic Partnerships
• Escalation Management
• Customer Advocacy
• Cross-Functional Leadership
• Business Acumen
• Continuous Improvement
• Change Leadership
• Problem Solving
• Priority Setting

Key Performance Indicators

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention
• System Uptime
• Technical Response Time
• First-Time Fix Rate
• Executive Escalation Resolution
• Strategic Account Growth
• Quarterly Business Reviews
• Voice of Customer Improvement

Physical Requirements

• Occasionally lift and /or move up to 25 pounds
• Frequently required to sit; use hands to finger, handle, or feel; reach with hands; and talk or hear
• Must be able to sit for long periods of time

Benefits

We offer a comprehensive benefit package which includes:

• Medical (Blue Benefit Administrators): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft
• Generous paid time off, tuition reimbursement, and more!