Senior Manager, Customer Solutions
Listed on 2026-08-13
-
Sales
Client Relationship Management, Account Manager, Customer Success Management
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Senior Manager, Customer SolutionsW2 Regular Full Time Remote, CT, US
3 days ago Requisition
Salary Range: $ To $ Annually
Senior Manager, Customer Solutions
- Location:
Hybrid, 40 - 60% Domestic Travel
Who We Are
Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide.
Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions. Our culture combines a sense of urgency, customer focus, and clinical collaboration to advance the future of medical imaging.
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.
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