Job Title:  Client Success Manager

Position Summary

STERIS continues to grow its product portfolio which is creating new opportunities within the organization. The Client Success Manager ensures successful implementation of the ConnectCare Software solution and provides post go-live support to ensure Customer adoption, value, and retention. This role partners with and guides the Customer during the quoting process, through ordering & installation, and post go-live support to ensure a desired Customer experience throughout. This role strives to continuously improve the SaaS process by identifying and realizing opportunities to improve process efficiency, Customer experience, and employee experience. 

*This position is based in Mentor, Ohio with the opportunity for a hybrid work schedule (a combination of office and remote work) after training is completed.  You must live within commuting distance of Mentor, Ohio.

Duties

•    Guides the Customer during the SaaS solution quoting process, through ordering & installation, and post go-live support to ensure a desired Customer experience throughout.
•    Coordinates and oversees the SaaS implementation and manages onboarding for Customers to ensure seamless execution.  
•    Work directly with Customers to develop implementation schedules and project plans to meet their needs.  Organizes and conducts project kick-off meetings and distributes all specifications and project materials to the Customer.
•    Develops and manages project plans (i.e. project schedules) to ensure project is progressing on time per schedule and communicates project plans including timelines, updates, changes regularly to Customer including identifying potential project delays. Conveys status of projects as requested by leadership and the Customer. 
•    Acts as escalation point for Customer or Field Service to urgently address questions.  Escalates issues if unable to provide resolution ensuring smooth hand off to appropriate team member and a final resolution while maintaining transparency and managing expectations. 
•    Provides post-implementation support for Customers ensuring they are receiving value from the product and platform.  This includes leading check-ins with Customers, webinars, and supplemental training.
•    Develops and maintains training and implementation materials to be utilized by end user.
•    Effectively interacts with all levels of the Sales, Service, Vendor teams and peers to ensure the successful delivery and implementation of SaaS solutions.

•    Identifies and defines requirements necessary to enhance the SaaS Implementation process and meet service goals.  Makes recommendation to improve and streamline business processes for implementing and delivering SaaS solutions. 
•    Develops a system to monitor the lead generation pipeline, improve win rate, and disposition all leads. 
•    Develops, utilizes, and continuously improves the knowledge base and self-service tools.  Applies lean principles such as problem solving, root cause identification, and developing countermeasures to improve process performance.
•    Monitors process performance, Customer usage, and Customer retention.  Develops, provides, and interprets appropriate reports (visual management) and metrics for the business relative to implementation schedule statuses and effectiveness. 
•    Maintains collaborative and productive working relationship with Development Team to understand upgrades, changes and enhancements to the software and make recommendations to the business regarding implementation process and strategy. 
•    Maintains/builds implementation and training tools as new releases are implemented.
•    Ensure processes are being followed by Field and Back Office and completed in a timely manner. (Such as release service holds on implementation lines as work is completed, Disengagement Reports, Weekly Status Reports, new Cycle Export equipment added to Siebel)  

Required Experience

•    Bachelor’s degree required
•    5 years of experience in customer service, account management, software or equipment implementation or other related business. 
•    3 years project management experience – from kickoff to completion
•    3 years Customer/Client service experience 
•    Ability to work effectively with Customers, field service, back-office teams including being flexible/adaptable to Customer’s preferences in terms of communication, schedule, training needs, etc. to ensure a desired experience 
•    Customer first, service mindset, and the ability to build relationships with internal and external Customers. Demonstrate authenticity and honesty with our Customers. 
•    Demonstrated strong project management leadership skills - driving multiple projects through to completion and post go-live phase, resilience such as the ability to work through challenges and setbacks  
•    Strong aptitude to new technology and continuous improvement focused. Strong computer skills with knowledge of Microsoft Office software products.
•    Demonstrates excellent verbal and written communication, both with internal employees as well as Customers.
•    Excellent organizational and time management skills.
•    Must be a highly motivated, self-starter who can work in a fast-paced environment and handle multiple projects simultaneously.

Preferred Experience

•    Certification as a Project Manager Professional (PMP) preferred
•    Sales or Account Management experience preferred 

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.

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