Client Success Manager

Client Success Manager
Req ID:
46496
Job Category:
Customer Operations/Customer Support
Location:
Mentor, OH, US, 44060
Workplace Type:
Hybrid
At STERIS, we help our Customers create a healthier and safer world by providing innovative healthcare and life science product and service solutions around the globe.
Position Summary
The Client Success Manager plays a critical role in ensuring the successful implementation, onboarding, adoption, and ongoing success of ConnectCare with Remote Monitoring customers. This involves managing various responsibilities, including project and implementation management to ensure seamless implementations, pipeline management by identifying customer accounts for ConnectCare with Remote Monitoring, account management to drive system adoption and resolve issues, and acting as a software solution product owner for digital tools that enhance client success processes. The primary goal is to continuously improve processes, enhance the customer and employee experience, and drive the success and adoption of ConnectCare customers. The positions location can be on-site or remote based on business needs.
Duties
Manage the ConnectCare Pipeline(20%): for a service zone, which includes 1 Area Vice President and 8 to 12 District Service Managers
o Generate, maintain, and analze pipeline reports to determine focus areas and target accounts.
o Lead pipeline meetings ensuring the right customer accounts are targeted and moved through the pipeline in an efficient and organized manner.
o Educate District Service Manager and Equipment Service Technicians on the value of ConnectCare with Remote Monitoring
o Conduct a ConnectCare portal demo and ensure customer commitment in partnership with the DSM.
The CSM will lead the customer demos and the audience often includes SPD leadership (managers, directors, and VPs)
ConnectCare Project / Implementation Management (50%)
o Effectively interacts with all levels of the Sales, Service, Vendor teams and peers to ensure the successful delivery and implementation of SaaS solutions.
o Coordinates and oversees the SaaS implementation and manages onboarding for Customers to ensure seamless execution.
o Work directly with Customers to develop implementation schedules, project plans, organizes and conducts project kick-off meetings and distributes all specifications and project materials to the Customer.
o 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.
o Develops, provides, and interprets appropriate reports (visual management) and metrics for the business relative to implementation schedule statuses and effectiveness.
Duties – contd
ConnectCare Account Management (20%)
o 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.
o Executes Customer onboarding activities – identifying, setting up and training ConnectCare portal users and provides post-implementation support for Customers through check-ins with Customers, webinars, and supplemental training.
o Develops and maintains training and implementation materials to be utilized by end user.
o Monitors process performance, Customer usage, and Customer retention.
o Maintains/builds implementation and training tools as new releases are im