Client Services Account Manager

4 weeks ago

Charlotte, North Carolina, United States STERIS Full time
Job Summary

The Client Service Account Manager provides exceptional customer support while ensuring key performance indicators (KPIs) for customer satisfaction and continued business growth are met. This role serves as the primary partner with customers to ensure our software meets their needs and enhances the operation of their sterile processing departments.

Key Responsibilities:

  • Lead current customers in identifying additional solutions to increase utilization of SPM (interfaces, modules, mobile hand scanners) and provide excellent customer support.
  • 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.
  • 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.

Requirements:

  • Bachelor's degree with 5+ years of project management experience implementing software and/or hardware within customers in an enterprise IT organization.
  • In lieu of a 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.

About STERIS:

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.

Equal Employment Opportunity:

STERIS is an equal opportunity employer and is 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.

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