Manager, Client Services

## Position Summary

The Manager, Client Services will direct, coach, and mentor a regional team of Client Service Account Managers, helping them provide excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met. 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 while focusing on Customer-focused initiatives. They will be expected to drive success and lead the team as they 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 mission and goals each year.
This territory covers the Midwest region, including Illinois, Iowa, Indiana, Wisconsin, Michigan, Minnesota, Ohio, Missouri, Kansas, Nebraska, North Dakota, and South Dakota.

## What will you do as a Manager, Client Services

- Lead a regional team of Client Service Account Managers, helping them provide excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met. Primary responsibilities will be software subscription recurring revenue preservation and growth.
- Provide direction, strategy, and support to the team, while working with leadership to make recommendations for strategic adjustments to maximize Customer satisfaction and growth opportunities.
- 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.
- Manages assigned Customers’ renewal of their technical support and upgrade service agreement.
- Leads the remediation and mitigation of Customer issues and for at-risk Customers throughout the region.
- Lead the team to determine the most appropriate course of action throughout each upgrade project.
- Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for Customers.
- Partners with sales, implementation, and other commercial teams to ensure Customers are well positioned and prepared for on-site visits for business analysis, system configuration, new product implementation to drive new recognized revenue.
- Communicate regularly with Customers and ensure each Client Service Account Manager assists Customers in using software best practices (utilization, system proficiency, etc.) to improve their departments and achieves high Customer satisfaction, which will drive re-occurring revenue.
- Collaboration with internal STERIS SPM and other STERIS teams to drive overall Customer satisfaction.
- Act as Project leader on beta work, and new product introductions, including defining project plans and requirements.
- Other duties as assigned.

## The Experience, Skills, and Abilities Needed

- Bachelor’s degree required.
- 10+ years of experience with information technology, project management, customer service, and/or education preferred.
- Must be able to travel 75%
- 7+ years of 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

## What STERIS Offers

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being, and financial future.

Here is just a brief overview of what we offer:

- Base Salary + Incentive Compensation Program
- Vehicle Reimbursement Plan (includes monthly stipend + mileage reimbursement)
- Cell Phone Stipend
- Robust Training Program
- Paid Time Off + 9 Corporate Holidays Per Year
- Excellent Healthcare, Dental, and Vision Benefits
- Healthcare and Dependent Flexible Spending Accounts
- Long/Short Term Disability Coverage
- 401(k) with a Company Match
- Parental Leave
- Tuition Reimbursement Program
- Additional Add-On Benefits/Discounts

#LI-BS1

Pay range for this opportunity is $115,000 - 123,000.  This position is eligible for bonus participation.

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.

STERIS offers a comprehensive and competitive benefits portfolio.  Click here for a complete list of benefits:  STERIS Benefits

Open until position is filled.

STERIS is an Equal Opportunity Employer. We are committed to equal employment opportunity 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.