Client Services Account Manager

As a Client Services Account Manager at STERIS, you will provide excellent customer support while ensuring KPIs for customer satisfaction and continued business growth are met. You will serve as the primary partner with customers to ensure SPM software meets their needs and enhances their sterile processing departments, focusing on customer-focused initiatives. This role is based in Rochester, MN, with 50% - 70% travel.

Responsibilities

• Lead customers in identifying additional solutions to increase their utilization of SPM (interfaces, modules, mobile hand scanners) and provide excellent customer support while ensuring KPIs for satisfaction and business growth are met.
• Work with customers on strategic adjustments to maximize 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 interfaces for customers.
• Identify opportunities for additional recurring revenue through products and services based on customer needs.
• Manage assigned customer renewals of their technical support and upgrade service agreements.
• 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 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.
• Collaborate with internal STERIS teams to drive overall customer satisfaction.

Requirements

• Bachelor’s degree.
• 5 years of project management experience implementing software and/or hardware within customers in an enterprise IT organization.
• In lieu of a Bachelor’s degree, an Associate’s degree with 9 years of related experience OR a 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 compliant with hospital/customer credentialing requirements.

Preferred Qualifications

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

Benefits

• Base Salary + Incentive Compensation Program.
• Vehicle Reimbursement Plan (includes monthly stipend + mileage reimbursement).
• 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

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 the range listed. Pay rates are based on factors including local labor market costs, years of relevant experience, education, professional certifications, and foreign language fluency.

Schedule

This role is based out of Rochester, MN with 50% - 70% travel.