Client Services Account Manager
4 weeks ago
Client Services Account Manager
Job Summary:
The Client Services Account Manager plays a critical role in ensuring the success of our Customers by providing exceptional support and ensuring that our software meets their needs. This position requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. The ideal candidate will have a strong background in project management and experience working with Customers in an enterprise IT organization.
Key Responsibilities:
Lead current Customers in identifying additional solutions to help increase their utilization of SPM (interfaces, modules, mobile hand scanners) and provides excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met.
Work with Customers on recommendations for strategic adjustments to maximize Customer satisfaction and growth opportunities for SPM business.
Lead initiatives and implementation for annual software upgrades, new feature adoptions, and new products and services.
Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interface for Customers and identify opportunities for additional reoccurring revenue through products and services based on Customers' needs and requirements.
Manage assigned Customers' renewal of their technical support and upgrade service agreement.
Provide training and Customer support to help Customers increase their utilization with SPM and satisfaction with the products.
Lead the remediation and mitigation of Customer issues and for at-risk Customers throughout the region.
Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for Customers.
Partner with sales, implementation, and other commercial teams to drive on-site visits for business analysis, system configuration, and continued education to drive upgrade proposals to the Customer .
Collaborate with internal STERIS teams to drive overall Customer satisfaction.
Other duties as assigned.
Requirements:
Bachelor's degree with 5+ years Project management experience implementing software and/or hardware within Customers in an enterprise IT organization.
In lieu of bachelor's degree, an associate degree with 9+ years of related experience or a High School Diploma with 13 years of related experience.
Demonstrated analytical, problem-solving, and interpersonal skills.
Excellent verbal and written communication skills
Excellent time and resource management skills
Strong computer skills with knowledge of Microsoft Office software products; experience with Salesforce is a plus.
General knowledge of software, servers, IP addresses, networking concepts (DHCP, Static IP, etc.) preferred.
Physical location that can access high-speed internet (preferably cable modem)
Experience with 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
Strong computer skills with knowledge of Microsoft Office software products
Demonstrated analytical, problem-solving, and interpersonal skills.
Excellent written and oral communication.
Excellent presentation skills before large and small groups.
Excellent organizational skills and ability to work effectively with multiple priorities.
Pay Range:
$67,750.00-$94,762.50.
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.
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