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Job Title:  Client Services Account Manager

Req ID:  26008
Job Category:  Clinical Support, Operations & Education

Cleveland, OH, US, 44101


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

At STERIS SPM, 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. As part of that partnership, our goal each year is for every Customer to receive an upgrade and use the latest features in a successful manner. Client Services Account Managers are responsible for leading customers through this upgrade process in addition to other Customer-focused initiatives.  STERIS SPM Customers are among the biggest and brightest healthcare organizations throughout the US and beyond and they expect high quality support.  As a Client Services Account Manager with STERIS SPM, you are expected to 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 own mission and goals each year.


General Information

    Full-time position
    Work primarily from home
    Travel required:  up to 70% 
    Reports to Senior Manager, Client Services

I.    Coordinate software upgrades and implementation of new features 

A.    Keep all Customers on current versions of software and using features applicable to them
B.    Perform upgrade project management throughout each upgrade project
C.    Prepare Customers for onsite upgrade visits 
D.    Complete business analysis and system configuration
E.    Educate Customers on software, management, and end users
F.    Follow-up from onsite upgrade visits

II.    Provide excellent Customer service 

A.    Communicate regularly with all Customers
B.    Assist Customers in using software best practices (utilization, system proficiency, etc.) to improve their departments
C.    Ensure Customer satisfaction
D.    Maintain and grow Customer’s use of licensed features
E.    Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for Customers
F.    Use critical thinking and problem-solving skills to determine the most appropriate course of action

III.    Grow revenue 

A.    Coordinate and execute assigned implementations of modules, services, and interfaces 
B.    Identify and establish site visit and reference accounts
C.    Discuss the value of additional products and services with Customers based on both a business analysis of the Customer’s requirements and an understanding of the Customer’s goals, and coordinate with STERIS SPM sales representatives 
D.    As the primary STERIS SPM Customer service representative for assigned Customers, stand accountable for assigned Customers’ renewal of their technical support and upgrade service agreement
IV.    Contribute to the Enrichment of the Client Services Team and Company Overall 

A.    Actively participate and occasionally present in team meetings
B.    Share knowledge with other STERIS SPM employees
C.    Suggest and implement improvements to processes and documentation
D.    Assist with and/or present for Customer webinars and other web-based training sessions
E.    Present at regional or national Customer education programs
F.    Assist in development/review of educational materials
G.    Apply a Customer-focused approach to reviewing and testing new software features
H.    Perform onsite training at multi-site upgrades coordinated by other Account Managers

Duties - cont'd

Education Degree

High School Diploma or GED

Required Experience


  • Employee must possess a valid U.S. driver’s license
  • Employee must be able to stand for up to 8 hours when onsite
  • Employee must be able to bend and reach to connect hardware
  • Employee must be able to effectively communicate in verbal and written English
  • Employee must satisfy customer-specific vaccination or medical testing requirements (e.g. Flu vaccinations, TB test, Hepatitis B vaccination, etc.)
  • Bachelor’s degree preferred
  • Experience with information technology, project management, customer service, and/or education preferred
  • 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
  • Ability to keep abreast of numerous projects and customers simultaneously



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:  26008
Job Category:  Clinical Support, Operations & Education

Cleveland, OH, US, 44101

Nearest Major Market: Cleveland

Job Segment: Account Manager, Medical, Manager, Sterile Processing, Sales, Healthcare, Management, Customer Service