Client Services Account Manager
About the role
As an SPM Client Services Account Manager at STERIS, you will serve as the primary partner with our Customers to ensure our SPM software meets their needs and enhances the operation of their sterile processing departments. You will drive success and lead the team in providing excellent support, meeting high expectations, and developing strong partnerships with Customers. This position is based in Cleveland, OH, with frequent east coast travel estimated at 50-70%.
Responsibilities
- Lead current Customers in identifying additional solutions to increase their utilization of SPM (interfaces, modules, mobile hand scanners) while ensuring KPIs for Customer 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 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 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 is acceptable.
- 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.
- 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.