Customer Success 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 Client Service Account Manager (SPM Workflow Solution and Surgical Asset Tracking Software | STERIS) provides 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 areas: Greater Vancouver, BC or Edmonton, AB. The territory will cover the western provinces of Canada.

What will you 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 provides 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 and identify opportunities for additional reoccurring revenue through products and services based on Customers’ needs and requirements.
• Manage assigned Customers’ renewal of their technical support and upgrade service agreement.
• Provide training and Customer support to help Customers increase their utilization with 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:

• Bachelor’s degree with 5+ years Project management experience implementing software and/or hardware within Customers in an enterprise IT organization.
• In lieu of bachelor’s degree, an associate degree with 9+ years of related experience or a High School Diploma with 13 years of related experience.
• Ability to travel up to 80% to Customer facilities.
• Demonstrated analytical, problem-solving, and interpersonal skills.
• Excellent verbal and written communication skills.
• Excellent time and resource management skills.
• Strong computer skills with knowledge of Microsoft Office software products; experience with Salesforce is a plus.
• General knowledge of software, servers, IP addresses, networking concepts (DHCP, Static IP, etc.) preferred.
• Physical location that can access high-speed internet (preferably cable modem).
• Experience with 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.

What STERIS Offers:

• 3 weeks paid vacation per year + company holidays based on Province.
• RRSP matching program.
• Opportunities for advancement in a stable long-term career.

STERIS strives to be an Equal Opportunity Employer.

Job Category: Clinical Support, Operations & Education

Job Segment: Sterile Processing, Infection Control, Project Manager, Patient Care, Healthcare, Customer Service, Technology