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Job Title:  Client Services Account Manager

Req ID:  30768
Job Category:  Sales

Phoenix, AZ, US, 85001


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.

Our Healthcare Customers are federally mandated (by Center for Medicare & Medicaid Services or CMS) requiring vendors to have the COVID-19 vaccination or an approved exemption.  There are select Customers who do not accept any exceptions. Unvaccinated Associates may be excluded from working at a Customer site, require routine testing with an approved exemption (if accepted by the Customer) or have limited Customer access impacting their ability to remain employed. Additionally, we may be required to meet state mandates on COVID-19 vaccination, exemptions and/or booster requirements. This position is a Customer-facing role that falls under a state or CMS mandate.

Position Summary

Are you good at problem-solving, project management, developing IT solutions, delivering Customer service, and have a passion for making a difference in the healthcare industry? STERIS has a unique opportunity for someone to help us grow our sterile processing software solution for hospitals. Our proprietary software, SPM, business is growing, and we are in need of someone who can provide onsite support to our hospital Customers, manage technology solution projects, provide training, and help our Customers improve sterile processing workflows. SPM brings reliability to the surgical instrument tracking and sterilization process. For our customers that means the right equipment in the right condition at the right time, every time. This is a home-based position that will require 70% travel regionally across the territory. 


Position Overview

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


    Coordinate software upgrades and implementation of new features 
    Provide excellent Customer service 
    Grow revenue 
    Contribute to the enrichment of the Client Services team and company overall 
    Perform other duties as assigned

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



Duties - cont'd

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

Education Degree

Bachelor's Degree

Required Experience

•    Employee must be legally qualified to work in the U.S.
•    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 Instrument Tracking Software 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
•    Experience with Microsoft Office required
•    Physical location that is able to access high-speed internet (preferably cable modem)
•    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:  30768
Job Category:  Sales

Phoenix, AZ, US, 85001

Nearest Major Market: Phoenix

Job Segment: Testing, Sterile Processing, Account Manager, Technology, Healthcare, Sales, Customer Service