Job Description

Steri-Tek is dedicated to providing a high-quality sterilization service and superior customer service to the industries that it serves.

We are looking for a Customer Success Manager who can provide ongoing support to our clients and network with them. The candidate should be able to contribute to building relationships and working with internal department heads.

A Customer Success Manager’s responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job order. 

Ultimately, you will work directly with clients to help solve their problems and ensure their satisfaction while they are an active account with us. You will also work closely with other employees to ensure customer questions and concerns are addressed in a timely manner. 

This is an on-site role with occasional travel required. Salary range is $85,000 - $90,000.

Responsibilities:  

• Sustaining business growth and profitability by maximizing value. 
• Promote value through customer experience. 
• Promote the value of the product. 
• Process milestones for the clients and employees to work toward. 
• Working with customers and internal stakeholders to identify gaps in service. 
• Long-Term goal is to begin analyzing customer data to improve customer experience. 
• Review customer complaints and concerns and seek to improve the customer experience. 
• Focus on specific customers to support their retention. 
• The long-term goal will be to establish clear client retention goals. 
• Following NetSuite Implementation, provide product demonstrations for customers. 
• Assist customers with setting up and navigating programs or software. 
• Assist in creating training courses and educational materials. 
• Current practice, provide facility tours to current and potential customers. 
• Learn basics of Radiation Services projects to be able to support customer inquiries and coordinate customer updates. 
• Generate price quotes for R&D, Radiation Service Projects, and routine sterilization orders. 
• Cross-functional role working routinely with internal stakeholders. 
• Coordination with receiving department to ensure customer documentation is completed. 
• Coordination with operations to ensure all customer special instructions are achievable and followed.
• Coordination with shipping to ensure customer shipping information is accurate and complete. 
• Reviewing Customer communications and ensuring orders are properly handled. 
• Other duties as assigned by manager. 

Qualification Requirements:

• Proven work experience as a Customer Success Manager or similar role. 
• Experience working with brand image and promoting value through customer experience. 
• Exceptional ability to communicate and foster positive business relationships. 
• Accountability and personal organization are essential. 
• Technical skills required, as they relate to the use of the product or service. 
• Proficient in English language (written and spoken). 
• Microsoft Office. 

Preferred Qualifications : 

• Medical Device, Pharmaceutical and/or Human Tissue industry experience a plus 
• Experience in managing a diverse group and training each according to company standards. 
• A communications or marketing degree is preferred. 

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