Customer Relationship Specialist
The primary focus of this role is to coordinate customer interactions through daily collaboration with Instrument Processing (IP) sales leadership, operations leadership, shared services, and IP customers. This individual will oversee initiatives to support the current Customer base as well as the continued rapid growth of the division. This involves the development and maintenance of numerous Customer facing documents, accountability for processes to ensure effective delivery of services, and direct engagement with Customers when needed.
This position is a hybrid schedule after training – Monday and Thursday in the office, 3 days work from home.
What You Will Do
- Develop Customer proposals and contracts for new business and renewals in response to Customer needs.
- Collaborate with key internal stakeholders, including but not limited to sales, operations, shared services, finance, and legal throughout the sales and contract negotiation process.
- Provides weekly, bi-weekly, and monthly reporting to IP and STERIS leadership.
- Utilizes system templates to aid in customer report generation.
- Works with IP leadership to review and analyze which programs and services drive positive, sustainable growth for both STERIS IMS and Customers.
- Collaborate with Sales and Operations (key stakeholders) to streamline processes and drive operational efficiency.
- Partners with all appropriate parties to standardize proposal/contract process and maintain/revise all IP templates.
- Updates CRM platform as needed throughout the sales process.
- Demonstrates unbiased Customer support when working with IMS team members to resolve deficiencies in processes.
- Assesses needs of internal and external customers to determine if further communication and collaboration is needed.
- Assist developing rules of engagement to ensure successful onboarding for all Customers
- Leads IP Customer onboarding process with all STERIS stakeholders to establish and maintain a long-term Customer relationship and promote business unit growth.
- Communication with Customers as needed to validate processes are providing value.
- Recommends action plan for improving Customer relationships when needed.
Account Engagement
- Conduct customer exit interviews/surveys.
- Involvement in new account process. Post contract signature:
- Coordinate expectations calls between all parties
- Manage calendar/schedule meetings throughout the term of the engagement
- 30-day check in call
- 60-day opportunity call
- Exit/transition call
Business and Sales Insights
- Gain knowledge of the market for IP solutions to fully understand our value proposition and competitive landscape, to include:
- Participate in key sales calls to gain an understanding of the sales and negotiation process
- Participate in operations startup calls and meetings to gain an understanding of how IP implements Customers
- Spending time onsite in IP accounts
What You Need To Be Successful
- Bachelor’s degree and 2 years’ experience.
Skills Needed For Success
- 1-3 years of project management is preferred.
- Customer Focus
- Time Management: Must be able to effectively manage multiple objectives in a fast-paced environment.
- Analytical Skills: Ability to research and solve issues that are presented in day-to-day project work.
- Conflict resolution/Conflict management
- Building Customer loyalty
- Knowledge of Microsoft Office Suite
- Excellent Written and Verbal communication skills
- Leadership Skills: Ability to manage workflows through influential leadership.