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Job Title:  CRM Systems Analyst

Req ID:  25308
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 44060


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:

As the Sales Operations CRM Analyst, you will be part of the Healthcare Americas Commercial Operations organization and report into the Sales Operations Systems Supervisor.  You will support efforts to implement improvements, maintain and support our current Customer Relationship Management (CRM) tool, Sales Connection.  You will be responsible for supporting the completion of these improvements by conducting system testing and developing training materials.  You will also be responsible for the maintenance of Sales Connection enhancements under the supervision of the Sales Operations Systems Supervisor.  You will work cross functionally with field sales, sales and service management, IT and Customer Operations. To be successful in this position, you must be comfortable working in a sales-driven environment and have success managing to deadlines.

We Take Care of You:

  • Base salary plus annual bonus opportunity
  • Hybrid/ flexible work environment with our corporate office located in Mentor
  • Excellent healthcare/ dental/ vision benefits
  • 401(k) with a company match
  • A robust systems and sales operations training program
  • Excellent opportunities for advancement
  • Company laptop

What You Will Do:

  • Provide administrative and system support for all sales productivity tools including Sales Connection, Project Playbook and 360 Reporting
    • Complete maintenance activities related to system enhancements/changes
    • Work directly with the Sales Operations Systems Supervisor to translate user system change requests into design requirements
    • Create requirement documents
    • Conduct system testing and document feedback
    • Assist in the creation of training materials for end-users
    • Works with the Sales Operations Systems Supervisor to prepare and deliver training to the user base
    • Provide user support which includes troubleshooting and issue resolution
    • Work directly with our IT team to resolve issues
    • Manage open system change requests for new process implementation and troubleshooting support
    • Participate in weekly Sales Connection meetings with IT and Business partners
  • Serve as primary point of contact for Sales Connection in the form of troubleshooting and issue resolution
  • Work closely with Sr. Sales Operations Manager and Sales Operations Systems Supervisor to implement improvement ideas designed to enhance the functionality of CRM system
  • Assist in the preparation of all written and verbal communications regarding sales productivity tools  
  • Serve as a backup for maintaining and updating the Territory Assignment System (TAS) and Javelin Territory Designer (JTD) MAPS Software System
  • Support creation of regular metrics to provide visibility to trends and identify areas for improvement
  • Continuous Improvement:
    •   Support the continuous improvement initiatives within the function, including standard work and the root-cause-countermeasure process in support of key performance indicators (KPIs) 
    • Work within the department’s Lean tracking tools and provides data as needed for monthly documentation of performance against agreed-upon KPIs
    • Participate in Kaizen events when appropriate and supports the action plans that result from those events 

What You Need to be Successful:

  • Bachelor's Degree required
  • Two+ years of experience in Customer Operations, Sales Operations, CRM/ Technology support or Service Operations preferred
  • Previous experience working with CRM systems preferred
  • Knowledge of various systems including Oracle, Cognos preferred
  • Previous experience working directly with Sales and IT preferred
  • Demonstrated analytical, problem solving and interpersonal skills
  • Strong organizational, communication (verbal and written) and relationship skills conducive to collaboration
  • Excellent presentation skills before large and small groups
  • Ability to multi-task in a deadline driven environment
  • Detail-oriented with an appreciation for quality control
  • Ability to work effectively with little supervision



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:  25308
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 44060

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

Job Segment: Systems Analyst, Medical, Sales Operations, Oracle, Database, Technology, Healthcare, Sales