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Job Title:  Manager, Business Systems

Req ID:  26520
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.

The Role

Are you looking for an opportunity to oversee day to day operations and help set priorities for your team? Bring your experience to STERIS as the Business Systems Manager in the Life Sciences Global Customer Operations organization. You will supervise Business Analysts within the Customer Operations team and provide front-line coaching and mentoring. You will also manage efforts to implement Customer Relationship Management and sales productivity tools such as Sales Connection, Sugar, Oracle, and Cognos to maximize the efficiency and effectiveness of Global Life Sciences Sales & Service Organization.  This position works cross functionally with field sales, service, sales management, IT, Customer operations and senior management. To be successful in this position, you must be comfortable working in a sales-driven environment and have success managing to deadlines.

What You Will Do

  • Oversee day to day operations, help set priorities and ensure the work quality for the Business Analyst team
  • Ensures departmental metrics are achieved working within departmental budget.
  • Manages staff, including identifying level requirements, candidate selection, performance management, compensation, retention, etc.
  • Develops departmental processes and procedures to ensure excellent Customer Service levels are achieved and maintained.
  • Manage the new hire process including interviewing and hiring. Responsible for training and onboarding of new hires, as well as measuring and follow up of the effectiveness of the training.

What You Will Do Cont'd

  • Manage ongoing support for all sales productivity tools including Sales Connection, Sugar CRM, Oracle, LPA’s, Cognos, and Redistribution.
    • Translate objectives into specific implementation strategy and supporting work plan.
    • Create system requirements document by meeting with business users to translate needs into system solutions
    • Manage and lead Sales Connection &Sugar CRM releases through system testing and implementation
    • Create training materials for end-users and coordinate and conduct training sessions.
    • Provide user support which includes troubleshooting and issue resolution.
    • Lead weekly meeting with IT and business partners
  • Work with Sales leadership and IT to define and execute important Sales Connection & Sugar CRM change initiatives that enhance system functionality
  • Work with all businesses to ensure the results of all improvement initiatives are embedded back into the business and that impact is measured, communicated and attained
  • Serve as training and communications lead
  • Work with Life Sciences Global Management team to expand and support the Global Life Sciences Training program for Sales Connection and Sugar CRM
  • Monitor system adoption and usage rates, report findings and recommend actions needed to increase adoption and utilization
  • Develop and maintain regular metrics to provide visibility to trends and identify areas for improvement 


Education Degree

Bachelor's Degree

What You Will Need To Be Successful

  • Bachelor degree in business discipline required.
  • Knowledge of CRM's, quoting tools, COGNOS and/or Oracle is a plus. Proficiency in MS Excel is required.
  • Minimum of four years’ experience managing, empowering and leading teams. Previous experience in managing projects is helpful.
  • Previous experience working directly with Sales and IT is helpful.

What Would Add To Your Success

  • Demonstrated leadership skills with a high level of professionalism and integrity
  • Proven analytical (data gathering, analysis, and recommendation development), problem solving and interpersonal skill.
  • Ability to build and maintain positive relationships with internal and external Customers, as well as with members of one’s own team
  • Strong organizational, communication (verbal and written) and relationship skills conducive to collaboration
  • Excellent verbal and written communication
  • Excellent presentation skills before large and small groups
  • Strong influencing and negotiation skills
  • Ability to multi-task in a deadline driven environment
  • Detail-oriented with an appreciation for quality control
  • Ability to work independently and in a team environment1

What We Offer You

We offer a comprehensive benefits package including:

  • Competitive pay to include corporate bonus plan
  • Training and coaching
  • Medical, vision, dental and life insurance
  • 401(k) with a company match
  • Paid vacation time and paid holidays


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:  26520
Job Category:  Customer Operations/Customer Support

Mentor, OH, US, 44060

Nearest Major Market: Cleveland
Nearest Secondary Market: Akron

Job Segment: CRM, Business Intelligence, Database, Oracle, Relationship Manager, Technology, Customer Service