Client Services Account Manager

SPM Client Services Account Manager

As an SPM Client Services Account Manager at STERIS, you are tasked with providing excellent customer support while ensuring KPIs for customer satisfaction and continued business growth are met. You will serve as the primary partner with our customers to ensure our SPM software is meeting their needs and enhancing the operation of their sterile processing departments while focusing on customer-focused initiatives. You will be expected to drive success and lead the team as they provide excellent support to our customers, meet high expectations, and develop a strong partnership with our customers.

This position will be based in Cleveland OH with frequent east coast travel. Travel estimate is 50-70%.

What You Will Do As A Client Services Account Manager

Lead current customers in identifying additional solutions to help increase their utilization of SPM (interfaces, modules, mobile hand scanners) and provide excellent customer support while ensuring KPIs for customer satisfaction and continued business growth are met.

Work with customers on recommendations for strategic adjustments to maximize customer satisfaction and growth opportunities for SPM business.

Lead initiatives and implementation for annual software upgrades, new feature adoptions, and new products and services.

Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interface for customers. Identify opportunities for additional recurring revenue through products and services based on customer's needs and requirements.

Manage assigned customer renewals of their technical support and upgrade service agreement.

Provide training and customer support to help customers increase their utilization of SPM and satisfaction with the products.

Lead the remediation and mitigation of customer issues and for at-risk customers throughout the region.

Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for customers.

Partner with sales, implementation, and other commercial teams to drive on-site visits for business analysis, system configuration, and continued education to drive upgrade proposals to the customer.

Collaborate with internal STERIS teams to drive overall customer satisfaction.

The Experience, Skills And Abilities Needed

Required
Bachelor's degree
5 years of project management experience implementing software and/or hardware within customers in an enterprise IT organization
In lieu of Bachelor's degree, Associate's degree with 9 years of related experience OR High School diploma with 13 years of related experience
Ability to complete the Certified Central Service Vendor Partner (CCSVP) certification within the first year of employment
Must be able to be compliant with hospital/customer credentialing requirements

Preferred
General knowledge of software, servers, IP addresses, networking concepts (DHCP, Static IP, etc.)
Experience in sterile processing departments

What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

Base Salary + Incentive Compensation Program
Cell Phone Stipend
Robust Training Program
Paid Time Off + 9 Corporate Holidays Per Year
Excellent Healthcare, Dental, and Vision Benefits
Healthcare and Dependent Flexible Spending Accounts
Long/Short Term Disability Coverage
401(k) with a Company Match
Parental Leave
Tuition Reimbursement Program
Additional Add-On Benefits/Discounts

Pay range for this opportunity is $93,000-100,000. This position is eligible for bonus participation.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

STERIS offers a comprehensive and competitive benefits portfolio.

Open until position is filled.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.