Bilingual Customer Success Specialist

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

As a SPM Client Services Account Manager at STERIS, you are tasked with providing excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met. You will serve as the primary partner with our Customers to ensure our SPM software is meeting their needs and enhancing the operation of their sterile processing departments while focusing on Customer-focused initiatives. You 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.

This territory covers the Eastern Provinces, ideally the candidate would be based in Greater Toronto or Montreal.

What you will do as a Client Services Account Manager

• Lead current Customers in identifying additional solutions to help increase their utilization of SPM (interfaces, modules, mobile hand scanners) and provide excellent Customer support while ensuring KPIs for Customer satisfaction and continued business growth are met.
• Work with Customers on recommendations for strategic adjustments to maximize Customer satisfaction and growth opportunities for SPM business.
• Lead initiatives and implementation for annual software upgrades, new feature adoptions, and new products and services.
• Identify and establish site visits to coordinate and execute assigned implementations of modules, services, and interface for Customers. Identify opportunities for additional reoccurring revenue through products and services based on Customer’s needs and requirements.
• Manage assigned Customer renewals of their technical support and upgrade service agreement.
• Provide training and Customer support to help Customers increase their utilization of SPM and satisfaction with the products.
• Lead the remediation and mitigation of Customer issues and for at-risk Customers throughout the region.
• Maintain a thorough understanding of software capabilities and use this understanding to provide solutions for Customers.
• Partner with sales, implementation, and other commercial teams to drive on-site visits for business analysis, system configuration, and continued education to drive upgrade proposals to the Customer.
• Collaborate with internal STERIS teams to drive overall Customer satisfaction.

The Experience, Skills and Abilities Needed

• Required:
• Bachelor’s degree
• Bilingual in French and English
• 5 years of project management experience implementing software and/or hardware within Customers in an enterprise IT organization
• In lieu of Bachelor’s degree, Associate’s degree with 9 years of related experience OR High School diploma with 13 years of related experience
• Ability to complete the Certified Central Service Vendor Partner (CCSVP) certification within the first year of employment
• Ability to travel at least 50%-75%
• Must be able to be compliant with hospital/customer credentialing requirements
• Preferred:
• General knowledge of software, servers, IP addresses, networking concepts (DHCP, Static IP, etc.)
• Experience in sterile processing departments

STERIS is a leading global provider of products and services that support patient care with an emphasis on infection prevention. WE HELP OUR CUSTOMERS CREATE A HEALTHIER AND SAFER WORLD by providing innovative healthcare, life sciences and dental products and services. STERIS is a $5 billion, publicly traded (NYSE: STE) company with approximately 17,000 associates and Customers in more than 100 countries.

STERIS strives to be an Equal Opportunity Employer. 

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