Manager, Client Services
About The Position
The Manager, Client Services leads, coaches, and mentors a regional team of Client Service Account Managers. The role is responsible for excellent customer support and meeting customer-satisfaction and business-growth KPIs, with a primary focus on preserving and growing software subscription recurring revenue. The position covers the Midwest region, including Illinois, Iowa, Indiana, Wisconsin, Michigan, Minnesota, Ohio, Missouri, Kansas, Nebraska, North Dakota, and South Dakota. The manager provides team direction, strategy, and support; works with leadership on strategic recommendations; manages customer renewals and escalations; and coordinates customer site visits, implementations, upgrades, and opportunities for additional recurring revenue. The role partners with sales, implementation, and other STERIS teams to support customer outcomes and revenue growth, while maintaining a thorough understanding of software capabilities. The manager also leads beta projects and new product introductions, including project plans and requirements.
Requirements
- Bachelor’s degree required.
- Must be able to travel 75%.
- Experience with Microsoft Office required.
- Employees without sterile processing experience must complete the Certified Central Service Vendor Partner (CCSVP) certification within the first year of employment.
Nice To Haves
- 10+ years of experience with information technology, project management, customer service, and/or education preferred.
- 7+ years of experience with Instrument Tracking Software preferred.
- Experience with central sterile processing preferred.
Responsibilities
- Lead, coach, and mentor a regional team of Client Service Account Managers to provide excellent customer support and meet customer-satisfaction and business-growth KPIs.
- Preserve and grow software subscription recurring revenue.
- Provide direction, strategy, and support to the team, and work with leadership to recommend strategic adjustments that maximize customer satisfaction and growth opportunities.
- Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interfaces, and identify opportunities for additional recurring revenue based on customer needs and requirements.
- Manage assigned customers’ renewals of technical support and upgrade service agreements.
- Lead remediation and mitigation of customer issues and at-risk customers throughout the region.
- Lead the team in determining the most appropriate course of action for each upgrade project.
- Maintain a thorough understanding of software capabilities and use that knowledge to provide customer solutions.
- Partner with sales, implementation, and other commercial teams to prepare customers for on-site business analysis, system configuration, and new product implementation that drives recognized revenue.
- Communicate regularly with customers and ensure the team supports software best practices, utilization, and system proficiency to improve customer departments and satisfaction.
- Collaborate with internal STERIS SPM and other STERIS teams to drive overall customer satisfaction.
- Act as project leader for beta work and new product introductions, including defining project plans and requirements.
- Perform other duties as assigned.
Benefits
- Base salary plus incentive compensation program; position is eligible for bonus participation.
- Vehicle reimbursement plan, including monthly stipend and mileage reimbursement.
- Cell phone stipend.
- Robust training program.
- Paid time off and 9 corporate holidays per year.
- Healthcare, dental, and vision benefits.
- Healthcare and dependent flexible spending accounts.
- Long- and short-term disability coverage.
- 401(k) with company match.
- Parental leave.
- Tuition reimbursement program.
- Additional add-on benefits and discounts.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
