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Client Success Manager

Company: STERIS
Location: Mentor
Posted on: January 15, 2022

Job Description:

STERIS is a leading provider of infection prevention and procedural products and services, focused primarily on the critical markets of healthcare, pharmaceutical and research and medical devices. Our mission is to help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe. We have 12,000 employees worldwide, with over 3,000 in Customer-facing sales and service roles. Founded as Innovative Medical Technologies in Ohio in 1985, the company was renamed STERIS in 1987. Many of the businesses that have been acquired and integrated into STERIS have much longer operating histories, notably the American Sterilizer Company founded in 1894. The STERIS Vision is inspired by our Customers' efforts to create a healthier and safer world, and guided by our legacy of leadership and innovation; we strive to be a Great Company. To STERIS, this means we will make a difference by providing world-class product and service solutions for our Customers, safe and rewarding work for our People, and superior returns for our Shareholders.

Position Summary
The Client Success Manager ensures successful implementation of Software as a service, SaaS, solutions and provides post go-live support to ensure Customer adoption, value, and retention. This role partners with and guides the Customer during the quoting process, through ordering & installation, and post go-live support to ensure a desired Customer experience throughout. This role strives to continuously improve the SaaS process by identifying and realizing opportunities to improve process efficiency, Customer experience, and employee experience.
This role may be located at a business location or remote work environment, based on business needs determined at business leader discretion.

  • Guides the Customer during the SaaS solution quoting process, through ordering & installation, and post go-live support to ensure a desired Customer experience throughout.
  • Coordinates and oversees the SaaS implementation and manages onboarding for Customers to ensure seamless execution.
  • Work directly with Customers to develop implementation schedules and project plans to meet their needs. Organizes and conducts project kick-off meetings and distributes all specifications and project materials to the Customer.
  • 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.
  • 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.
  • Provides post-implementation support for Customers ensuring they are receiving value from the product and platform. This includes leading check-ins with Customers, webinars, and supplemental training.
  • Develops and maintains training and implementation materials to be utilized by end user.
  • Effectively interacts with all levels of the Sales, Service, Vendor teams and peers to ensure the successful delivery and implementation of SaaS solutions.
  • Identifies and defines requirements necessary to enhance the SaaS Implementation process and meet service goals. Makes recommendation to improve and streamline business processes for implementing and delivering SaaS solutions.
  • Develops a system to monitor the lead generation pipeline, improve win rate, and disposition all leads.
  • 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.
  • Monitors process performance, Customer usage, and Customer retention. Develops, provides, and interprets appropriate reports (visual management) and metrics for the business relative to implementation schedule statuses and effectiveness.
  • 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.
  • Maintains/builds implementation and training tools as new releases are implemented.Ensure processes are being followed by Field and Back Office and completed in a timely manner. (Such as release service holds on implementation lines as work is completed, Disengagement Reports, Weekly Status Reports, new Cycle Export equipment added to Siebel)

    What You Need To Be Successful:
    • Bachelors Degree plus 5 years of related work experience required
    • 3 years project management experience from kickoff to completion required
    • 3 years Customer/Client service experience required
    • Certification as Project Manager Professional (PMP) preferred
    • Ability to travel domestically 5-10% of time
    • Sales or Account Management experience preferred
    • Ability to work effectively with Customers, field service, back-office teams including being flexible/adaptable to Customers 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
    • 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.What STERIS Can Offer You:
      This is a great opportunity to join a well-established, global company that will invest in your career growth over the long term. STERIS wouldnt be where it is today without our incredible, talented people. Thats why we share in our success together by rewarding you for your hard work. Hiring people who are in it for the long run with STERIS is our ultimate goal.

      We offer a comprehensive benefits package, including:
      • Competitive pay
      • Annual merit bonus and incentive plans
      • Company vehicle, uniforms and all necessary tools provided
      • Business travel and all related expenses paid
      • Service training and coaching program
      • Medical, vision, dental and life insurance
      • 401(k) with a company match
      • Paid vacation time and paid holidays
      • Tuition assistance
      • Opportunities for advancement

Keywords: STERIS, Mentor , Client Success Manager, Executive , Mentor, Ohio

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