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Job Title:  Client Success Manager

Req ID:  26876
Job Category:  Service/Technical Services

Mentor, OH, US, 44060

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 Client Success Manager ensures successful implementation of Software as a service, SaaS, solutions 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 role may be located at a business location or remote work environment, based on business needs determined at business leader discretion.   

  • 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)  
     

Duties

  • Bachelor’s Degree plus 5 years of related work experience required
    • 3 years project management experience – from kickoff to completion required
    • 3 years Customer/Client service experience required
  • Certification as Project Manager Professional (PMP) preferred
  • Ability to travel domestically 5-10% of time
  • Sales or Account Management experience preferred
  • 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.

Duties - cont'd

This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldn’t be where it is today without our incredible, talented 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 offer a comprehensive benefits package, including:

  • Competitive pay
  • Annual merit bonus and incentive plans
  • Company vehicle, uniforms and all necessary tools provided
  • Business travel and all related expenses paid
  • Service training and coaching program
  • Medical, vision, dental and life insurance
  • 401(k) with a company match
  • Paid vacation time and paid holidays
  • Tuition assistance
  • Opportunities for advancement

Education Degree

Required Experience

 

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:  26876
Job Category:  Service/Technical Services

Mentor, OH, US, 44060


Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

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