Client Services Manager

At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.

Position Summary

The Manager, Client Services will direct, coach, and mentor a regional team of Client Service Account Managers, helping them provide excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met. Client Services Account Managers serve as the primary partner with our Customers to ensure our software is meeting their needs and enhancing the operation of their sterile processing departments while focusing on Customer-focused initiatives. They 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 so that our software and support provides a valuable contribution to them realizing their mission and goals each year.

This is a remote based customer facing position. To support and service our customers in this assigned territory candidates must be based out of one of the following states: DC, Virginia, North Carolina, South Carolina, Florida, Georgia, Alabama, Mississippi, Louisiana, Texas, Missouri, Iowa, or Kansas. 

What will you do as a Client Services Manager?

• Lead a regional team of Client Service Account Managers, helping them provide excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met. Primary responsibilities will be software subscription recurring revenue preservation and growth.
• Provide direction, strategy, and support to the team, while working with leadership to make recommendations for strategic adjustments to maximize Customer satisfaction and growth opportunities.
• Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interface for Customers and identify opportunities for additional reoccurring revenue through products and services based on Customers’ needs and requirements. 
• Manages assigned Customers’ renewal of their technical support and upgrade service agreement. 
• Leads the remediation and mitigation of Customer issues and for at-risk Customers throughout the region.
• Lead the team to determine the most appropriate course of action throughout each upgrade project.
• Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for Customers.
• Partners with sales, implementation, and other commercial teams to ensure Customers are well positioned and prepared for on-site visits for business analysis, system configuration, new product implementation to drive new recognized revenue.
• Communicate regularly with Customers and ensure each Client Service Account Manager assists Customers in using software best practices (utilization, system proficiency, etc.) to improve their departments and achieves high Customer satisfaction, which will drive re-occurring revenue.
• Collaboration with internal STERIS SPM and other STERIS teams to drive overall Customer satisfaction.
• Act as Project leader on beta work, and new product introductions, including defining project plans and requirements.

The Experience, Skills, and Abilities Needed:

• Bachelor’s degree required
• 10+ years of experience with information technology, project management, customer service, and/or education preferred
• 7+ years of experience with Instrument Tracking Software preferred
• Ability to travel frequently (50-70%) through the assigned Region (Southeast, Florida, South, Southwest, and Midwest)
• Experience with central sterile processing preferred; employees without sterile processing experience are required to complete the Certified Central Service Vendor Partner (CCSVP) certification within the first year of employment
• Experience with Microsoft Office required
• Strong computer skills with knowledge of Microsoft Office software products
• Demonstrated analytical, problem-solving, and interpersonal skills.
• Excellent written and oral communication
• Excellent presentation skills before large and small groups
• Excellent organizational skills and ability to work effectively with multiple priorities
• Must be able to be compliant with hospital/customer credentialing requirements

What STERIS Offers:

• Market Competitive Salary + Incentive Compensation Program based on metrics
• Mileage Reimbursement + Cell Phone Allowance
• Flexible Time Off + 9 Corporate Holidays per year
• Excellent Healthcare, Dental, and Vision benefits
• Long/Short Term Disability coverage
• 401(k) with a company match
• Parental Leave