Client Services Account Manager

Position Summary

As a 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 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: North Carolina, South Carolina, Georgia.

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 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 reoccurring 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
• 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