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Job Title:  Customer Relationship Specialist

Req ID:  24813
Job Category:  Sales

Birmingham, AL, US, 35222

Description: 

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 primary focus of this role is to coordinate customer interactions through daily collaboration with Instrument Processing (IP) sales leadership, operations leadership, shared services, and IP customers.    This individual will oversee initiatives to support the current Customer base as well as the continued rapid growth of the division. This involves the development and maintenance of numerous Customer facing documents, accountability for processes to ensure effective delivery of services, and direct engagement with Customers when needed.   

Duties

  1. Assist in the development and revision of IP offerings in response to customer needs and market demands.
  2. Collaborate with key internal stakeholders, including but not limited to sales, operations, shared services, finance, and legal throughout the sales process.
  3. Provides weekly, bi-weekly, and monthly reporting to IP and STERIS leadership
  4. Utilizes system templates to aid in customer report generation Works with IP leadership to review and analyze which programs and services drive positive, sustainable growth for both STERIS and Customers.
  5. Collaborate with Sales and Operations (key stakeholders) to streamline processes and drive operational efficiency.
  6. Partners with all appropriate parties to standardize proposal/contract process and maintain/revise all IP templates.
  7. Updates CRM platform as needed throughout the sales process.
  8. Demonstrates unbiased Customer support when working with STERIS team members to resolve deficiencies in processes.
  9. Assesses needs of internal and external customers to determine if further communication and collaboration is needed.
  10. Assist developing rules of engagement to ensure successful onboarding for all Customers.
  11. Leads IP Customer onboarding process with all STERIS stakeholders to establish and maintain a long-term Customer relationship and promote business unit growth.
  12. Communication with Customers as needed to validate processes are providing value.
  13. Recommends action plan for improving Customer relationships when needed. 

Duties - cont'd

Account Engagement

  1. Conduct customer exit interviews/surveys
  2. Involvement in new account process. Post contract signature:
    • Coordinate expectations calls between all parties
    • Manage calendar/schedule meetings throughout the term of the engagement
      • 30 day check in call
      • 60 day opportunity call
      • Exit/transition call

Business and Sales Insights

  1. Gain knowledge of the market for IP solutions to fully understand our value proposition and competitive landscape, to include:
  2. Participate in key sales calls to gain an understanding of the sales and negotiation process
  3. Participate in operations startup calls and meetings to gain an understanding of how IP implements Customers
  4. Spending time onsite in IP accounts

IND123

Education Degree

  • Bachelor's Degree

Required Experience

  1. Bachelor’s degree and 2 years’ experience highly preferred.
  2. In lieu of degree incumbent must have min of 8 years exp with a min of 5 in customer support.
  3. 1-3 years team or project management

Skills

  1. Customer Focus
  2. Time Management: Must be able to effectively manage multiple objectives in a fast-paced environment.
  3. Analytical Skills: Ability to research and solve issues that are presented in day-to-day project work.
  4. Conflict resolution/Conflict management
  5. Building Customer loyalty
  6. Knowledge of Microsoft Office Suite
  7. Excellent Written and Verbal communication skills
  8. Leadership Skills: Ability to manage workflows through influential leadership.

 

 

STERIS plc is a $3B, publicly traded (NYSE: STE) organization with more than 12,000 employees worldwide.

STERIS strives to be an Equal Opportunity Employer.  

Req ID:  24813
Job Category:  Sales

Birmingham, AL, US, 35222


Nearest Major Market: Birmingham

Job Segment: Sales Operations, CRM, Project Manager, Sales, Research, Technology, Customer Service