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 plays a critical role in ensuring the successful implementation, onboarding, adoption, and ongoing success of ConnectCare with Remote Monitoring customers. This involves managing various responsibilities, including project and implementation management to ensure seamless implementations, pipeline management by identifying customer accounts for ConnectCare with Remote Monitoring, account management to drive system adoption and resolve issues, and acting as a software solution product owner for digital tools that enhance client success processes. The primary goal is to continuously improve processes, enhance the customer and employee experience, and drive the success and adoption of ConnectCare customers. The position's location can be on-site or remote based on business needs.

What You'll do as a Manager, Client Success:
• Manage the ConnectCare Pipeline(20%): for a service zone, which includes 1 Area Vice President and 8 to 12 District Service Managers
o Generate, maintain, and analze pipeline reports to determine focus areas and target accounts.
o Lead pipeline meetings ensuring the right customer accounts are targeted and moved through the pipeline in an efficient and organized manner.
o Educate District Service Manager and Equipment Service Technicians on the value of ConnectCare with Remote Monitoring
o Conduct a ConnectCare portal demo and ensure customer commitment in partnership with the DSM.
• The CSM will lead the customer demos and the audience often includes SPD leadership (managers, directors, and VPs)
• ConnectCare Project / Implementation Management (50%)
o Effectively interacts with all levels of the Sales, Service, Vendor teams and peers to ensure the successful delivery and implementation of SaaS solutions.
o Coordinates and oversees the SaaS implementation and manages onboarding for Customers to ensure seamless execution.
o Work directly with Customers to develop implementation schedules, project plans, organizes and conducts project kick-off meetings and distributes all specifications and project materials to the Customer.
o 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.
o Develops, provides, and interprets appropriate reports (visual management) and metrics for the business relative to implementation schedule statuses and effectiveness.

What You'll do as a Manager, Client Success: - cont'd
• ConnectCare Account Management (20%)
o 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.
o Executes Customer onboarding activities - identifying, setting up and training ConnectCare portal users and provides post-implementation support for Customers through check-ins with Customers, webinars, and supplemental training.
o Develops and maintains training and implementation materials to be utilized by end user.
o Monitors process performance, Customer usage, and Customer retention.
o Maintains/builds implementation and training tools as new releases are implemented.
• Software Solution Product Owner (10%)
o Business process owner for digital tool used to enable Client Success Processes (e.g., onboarding workflow automation, cybersecurity questionnaire automation, digital adoption platform, etc.).
o Lead process design, determine and document process and systems requirements, configure SaaS solution & work with development and support teams to ensure repeatable & consistent Customer experience & process outcomes.
• Other Duties
o Identifies and defines requirements necessary to enhance the SaaS Implementation process and meet service goals. Makes recommendations to improve and streamline business processes for implementing and delivering SaaS solutions.
o 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.
o 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.Ensure processes are being followed by Field and Back Office and completed in a timely manner and escalates to appropriate stakeholders as needed. (Such as release service holds on implementation lines as work is completed, Disengagement Reports, Weekly Status Reports, new Cycle Export equipment added to Siebel)

The Experience, Skills and Abilities Needed:
• 4 year Degree and 5+ years of relevant work experience
• 3 years project management experience - from kickoff to completion
• 3 years Customer/Client service experience
• Certification as a Project Manager Professional (PMP) preferred
• 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
• Ability to lead a pipeline process: lead meetings and advise District Service Managers on what customer accounts to target for ConnectCare with Remote Monitoring. Conduct customer demos to showcase the value of ConnectCare and secure the customers commitment to move forward with the solution.
• 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.

#LI-KS1 #LI-Hybrid

What STERIS Offers:

At STERIS, we invest in our employees and their families for the long term! STERIS wouldn't be where it is today without our incredible people. We shares our success together with you by rewarding you for your hard work and achievements.

Here is just a brief overview of what we offer:

Competitive Pay
Extensive Paid Time Off and (9) added Holidays.
Excellent healthcare, dental, and vision benefits
401(k) with a company match
Long/Short term disability coverage
Parental Leave
Additional add-on benefits/discounts for programs such as Pet Insurance
Continued training and educations programs
Excellent opportunities for advancement in a stable long-term career

#LI-KS1 #LI-Remote

Pay range for this opportunity is $91,250.00 - $127,575.00. This position is eligible for [BONUS PARTICIPATION] OR a [INSERT COMMISSION RATE RANGE, IF APPLICABLE] commission.

Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on a number of factors, including but not limited to local labor market costs, years of relevant experience, education, professional certifications, foreign language fluency, etc.

Employees (and their families) may enroll in our company-sponsored medical, dental, vision, flexible spending, health savings account, voluntary benefits, supplemental life/AD&D plans and the company's 401k plan. Employees are covered by an employee assistance program (also available to household members) and long-term disability. Full-Time Employees are also eligible for short-term disability. Full-time Employees will also receive Paid Time Off (PTO) based on years of service and paid Holidays. Part-time employees working 20 or more hours receive a pro-ration of the full-time PTO allocation and paid Holidays based on their standard hourly work week. Full-Time employees are eligible for four weeks of paid parental leave. Part-time employees also receive paid parental leave, pro-rated based on their standard hourly work week.

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

If you need assistance completing the application process, please call [redacted]. 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: 47456

Job Category: Service/Technical Services

Location:

STERIS Corporation

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