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Head of Customer Services

2 weeks ago

Singapore Siemens Healthineers Full time

Do you want to join us in helping to fight the world's most threatening diseases and enabling access to care for more people around the world? At Siemens Healthineers, we pioneer breakthroughs in healthcare. For everyone. Everywhere.

We offer you a flexible and dynamic environment with opportunity to go beyond your comfort zone in order to grow personally and professionally. Sounds interesting?

Then come in and join our
**Asia Pacific** team as
**Head of Customer Services (CS) Sales Operations, Asia Pacific**.
**This is a role well suited to an ambitious entrepreneurial professional, looking for the next step in their career to be responsible for Sales Operations**. Together with the global CS Customer Relationship Management (CRM) leadership team you will be the
**primary driver of market creation, sales enablement, and CS top and bottom-line growth in the core as well adjacent services with Business Lines, and Zones and Countries in the Asia-Pacific region.**

**Your tasks and responsibilities**:

- You will be heading the CS CRM Asia-Pacific hub and being part of CS CRM leadership team.
- You will establish collaborative way of working across the entire Asia-Pacific organization and zones/ countries with regards to all relevant business segments.
- You will collaborate closely with the entire CS organization to drive customer success and profitable growth for Customer Services.
- You will grow classic, expanding classic and adjacent services portfolio along the CS strategic priorities and Siemens Healthineers growth vectors.
- You will drive market creation activities, IB growth, customer satisfaction, and contract capture rate.
- You will co-develop USP’s for ISM/LCP’s and joint service opportunities with Enterprise Services.
- You will support local go to market, sales activities, tenders, and business partner management.
- You will act as quality gate for deal escalations and multi-modality projects.
- You will monitor market trends in you region, provide quantitative market assessment, competitive analysis.
- You will actively drive knowledge and best practice sharing between regions/ zones/ countries, business lines and horizontals.
- You will provide marketing & sales support to the zones/ countries, i.e., customer success services.
- You will train, enable, and equip the CS sales force with skills and digital tools.
- You will support the MTA/ Budget and target discussions with the zones/ countries.
- You will be working with our latest technology and therefore you are willing to learn about new software and hardware solutions

**Your qualifications and experiences**:

- Master’s degree in healthcare field is beneficial.
- Strong sales background ideally in Siemens Healthineers Country/ Zone organization or Business Area/ Business Line (rated higher than Marketing background).
- Well-established in sales & service community, accepted by Zone Leads and Zone Business Lines.
- Substantial experience of leading sales teams.
- Knowledge of CRM tools and using them to drive the business is beneficial.
- Proven track record in sales and G2M strategy execution.
- Solid understanding of marketing strategy and product management.
- Entrepreneurial thinking.
- Proven Track Record in selling digitally enabled services.
- Leadership and Influencing in a matrix organization.
- Managing organizational transformation & change management.
- Understanding of in-vivo & in-vitro markets, clinical customer segments and business models (including recurring
- & subscription business models).
- Willing to travel up to 25%. Willingness to travel and flexibility, including short-term international deployment, is expected.

**Your attributes and skills**:

- You have very good presentation skills in the customer environment, and you show team orientation, communication skills and customer orientation.
- Since you are interacting with international customers, excellent English skills (ideally as native language, spoken and written) are necessary, with knowledge of other languages is of advantage.
- You enjoy working in a team environment, sensitive to cultural diversity and language level as this position covers the Asia Pacific region.
- Working Location: Singapore

**Our global team**:
We are a team of 66,000 highly dedicated employees across more than 70 countries passionately pushing the boundaries of what’s possible in healthcare to help improve people’s lives around the world. As a leader in the industry, we aspire to create better outcomes and experiences for patients no matter where they live or what health issues they are facing. Our portfolio, spanning from in-vitro and in-vivo diagnostics to image-guided therapy and innovative cancer care, is crucial for clinical decision-making and treatment pathways.

**Our culture**:
We are part of an incredible community of scientists, clinicians, developers, researchers, professionals, and skilled specialists pushing the boundaries of what’s possible, to imp