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Job Title:  HYBRID - Customer Relationship Specialist

Req ID:  35603
Job Category:  Customer Operations/Customer Support

Birmingham, AL, US, 35226


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.

The Role

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.  

This position is a hybrid schedule after training – Monday and Thursday in the office, 3 days work from home.

What You Will Do

  • Develop Customer proposals and contracts for new business and renewals in response to Customer needs.
  • Collaborate with key internal stakeholders, including but not limited to sales, operations, shared services, finance, and legal throughout the sales and contract negotiation process.
  • Provides weekly, bi-weekly, and monthly reporting to IP and STERIS leadership.
  • 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 IMS and Customers.
  • Collaborate with Sales and Operations (key stakeholders) to streamline processes and drive operational efficiency.
  • Partners with all appropriate parties to standardize proposal/contract process and maintain/revise all IP templates.

What You Will Do - Cont'd

  • Updates CRM platform as needed throughout the sales process.
  • Demonstrates unbiased Customer support when working with IMS team members to resolve deficiencies in processes.
  • Assesses needs of internal and external customers to determine if further communication and collaboration is needed.
  • Assist developing rules of engagement to ensure successful onboarding for all Customers
  • Leads IP Customer onboarding process with all STERIS stakeholders to establish and maintain a long-term Customer relationship and promote business unit growth.
  • Communication with Customers as needed to validate processes are providing value.
  • Recommends action plan for improving Customer relationships when needed. 

What You Will Do - 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

What You Need To Be Successful

  • Bachelor’s degree and 2 years’ experience.

What Will Help You

  • 1-3 years of project management is preferred.

Skills Needed For Success

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

What STERIS Offers

The opportunity to join a company that will invest in you for the long-term. STERIS couldn’t be where it is today without our incredible people. That’s why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal. We do this by providing competitive salaries, healthcare benefits, tuition assistance, paid-time off, holidays, matching 401(k), annual merit, and incentive plans.  Join us and help write our next chapter. #LI-EK1


STERIS is a leading provider of products and services that meet the needs of growth areas within Healthcare: procedures, devices, vaccines and biologics.  We exist to fulfill our MISSION TO HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD. STERIS is a $3B, publicly traded (NYSE: STE) company with approximately 16,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call 1 (440) 392.7047. This contact information is for accommodation inquiries only and cannot be used to check application status.

STERIS is an Equal Opportunity Employer.  We are committed to equal employment opportunity and the use of affirmative action programs to ensure that persons are recruited, hired, trained, transferred and promoted in all job groups regardless of race, color, religion, age, disability, national origin, citizenship status, military or veteran status, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, genetic information, and any other category protected by federal, state or local law.  We are not only committed to this policy by our status as a federal government contractor, but also we are strongly bound by the principle of equal employment opportunity.

The full affirmative action program, absent the data metrics required by § 60-741.44(k), shall be available to all employees and applicants for employment for inspection upon request. The program may be obtained at your location’s HR Office during normal business hours.

Req ID:  35603
Job Category:  Customer Operations/Customer Support

Birmingham, AL, US, 35226

Nearest Major Market: Birmingham

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