Client Success Manager

Steris Corporation - Mentor, OH

Full-time - Mid Level

Hybrid - Mentor, OH

10,001+ employees

Miscellaneous Manufacturing

About the position

The Client Success Manager at STERIS plays a vital role in ensuring the successful implementation, onboarding, adoption, and ongoing success of ConnectCare with Remote Monitoring customers. This position involves managing project and implementation processes, driving system adoption, and acting as a product owner for digital tools that enhance client success. The goal is to continuously improve processes and enhance the customer experience while ensuring the success of ConnectCare customers.

Responsibilities

• Manage the ConnectCare Pipeline for a service zone, including generating and analyzing pipeline reports.
• Lead pipeline meetings to ensure targeted customer accounts are efficiently moved through the pipeline.
• Educate District Service Managers and Equipment Service Technicians on the value of ConnectCare with Remote Monitoring.
• Conduct ConnectCare portal demos and ensure customer commitment in partnership with the District Service Manager.
• Coordinate and oversee the SaaS implementation and manage onboarding for customers to ensure seamless execution.
• Develop implementation schedules, project plans, and conduct project kick-off meetings with customers.
• Communicate project plans, timelines, updates, and changes regularly to customers, identifying potential project delays.
• Act as an escalation point for customer or field service inquiries, ensuring smooth hand-offs and resolutions.
• Execute customer onboarding activities, including training ConnectCare portal users and providing post-implementation support.
• Develop and maintain training and implementation materials for end users.
• Monitor process performance, customer usage, and retention, and maintain implementation and training tools as new releases are implemented.
• Lead process design and document requirements for digital tools that enable client success processes.

Requirements

• 4 year Degree and 5+ years of relevant work experience.
• 3 years project management experience from kickoff to completion.
• 3 years Customer/Client service experience.
• Certification as a Project Manager Professional (PMP) preferred.
• Sales or Account Management experience preferred.
• Ability to work effectively with customers and field service teams, adapting to their communication and training needs.
• Customer-first service mindset with strong relationship-building skills.
• Demonstrated strong project management leadership skills and resilience in overcoming challenges.
• Ability to lead a pipeline process and conduct customer demos to secure commitments.
• Strong aptitude for new technology and a focus on continuous improvement.
• Excellent verbal and written communication skills with both internal employees and customers.
• Excellent organizational and time management skills.

Nice-to-haves

• Experience with SaaS solutions.
• Familiarity with healthcare or life sciences industries.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.
• Professional development opportunities.