About the Role
Title: Senior Director, Customer Success, Digital Workflow Solutions
Location: Mentor, OH United States
Job Description:
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 Senior Director, Digital Workflow Solutions, Customer Success will lead global, Customer-facing teams focused on preserving recurring revenue and providing comprehensive Customer support. This role involves identifying and maintaining relationships with key Customers, professionals, and internal/external partners to enhance Customer expertise and collaboration within the SPM and Workflow Solutions functions. The individual will manage remote teams, offering subject matter leadership, strategic direction, and operational discipline to continually advance Customer usage and reliance on STERIS Workflow Software Products. Additionally, the incumbent will work closely with senior leadership to identify opportunities for revenue growth, foster collaboration with other Healthcare business units, and drive impactful changes across the Healthcare sector.
- This position is fully remote. Qualified candidates must be located in the continental U.S. The position requires 25%-50% domestic and international travel to hospitals.
What You’ll do as a Sr. Director, Workflow Solutions Customer Success
- Train, outfit and lead NA, EMEA, LATAM and APAC Client Services and Global Tech Support teams to ensure product utilization, system proficiency, adoption of new features and continued investment in new, additional products and services.
- Work directly with Customers to drive continuous improvement and reliance on all of STERIS.
- Establish, reinforce, and maintain a culture of continuous improvement and define and execute lean initiatives.
- Coach, develop, lead, and guide a team towards optimal performance while driving accountability for achieving goals and commitments in all regions accounting for all cultures.
- Collaborate with cross-functional leadership to sustainably scale the business, provide business and commercial insights into best practices, provide strategic advice, and to prepare and fully operationalize installed Workflow Solutions products.
- Establish and maintain capacity levels required for backlog management, on-time delivery, and financial performance with respect to revenue expectations and expense management.
- Ensure sufficient levels of cross-training amongst team members to maintain the flexibility across teams to sufficiently support one another during periods of peak demand which may exceed capacity.
- Delivery of products consistent with proposals, contracts, statements of work, other applicable standards, and to the reasonable expectations of Customers.
- Make needed adjustments to capacity based on backlog and forecast to ensure alignment with budget and P&L.
- Actively drive people leading training and skills development necessary for the organization to support growth goals and other expectations.
- Drive continuous improvement initiatives to reduce Customer complaints and drive efficiency and effectiveness in the delivery of project work.
- Lead all aspects of Operational performance reporting against KPIs for Routine Management.
- Ensure current and accurate project documentation in Salesforce and FinancialForce to ensure dashboard utility and required quantifiable performance measurement.
The Experience, Skills and Abilities Needed
Required:
- Bachelor’s degree required
- 15+ years of Vendor and / or Provider experience, preferably related to sterile processing, OR, IT, system implementation, and/or project management.
- 10+ years working directly with other teams to execute strategies and deliver the desired Customer experience.
- Demonstrated team leadership skills and track record of performance.
- Experience leading, directing, and controlling a complex, highly technical operations, or organization.
- Strong leadership abilities to manage and influence change through matrix managed organization.
- Experience motivating individuals and teams to achieve program and project objectives. Ability to translate/provide cogent advice to senior management regarding the impact of emerging industry trends, regulatory guidelines, and compliance enforcement on affiliate business strategies.
- Proven ability to implement actionable performance improvement plans required.
- Understanding and experience with risk management techniques.
- Sound business acumen in making strategic decisions based on situational data, observations, and analysis. Superior analytical, evaluative, and problem-solving abilities; a strategic thinker.
- Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
- Strong Problem-Solving Skills. Ability to use A3 and other root cause analysis tools.
- Proven ability to present reports, using storytelling methods that influences Customer executive leaders the value of the proposed solution(s).
- Excellent verbal and written communication skills; able to write and edit company policies.
- Travel up to 25%-50% domestic and international.
Other:
- Encouraging to team and staff; able to mentor and lead multidisciplinary team members.
- Goal-oriented, organized team player, commitment to delivery and excellence.
- Accurate and precise attention to detail.
- Process and project management ability.
- Strong influencing, negotiation, and analytical skills; detail oriented; Customer/Team Advocate
- Approaches projects with a sense of urgency and has the ability to manage multiple tasks simultaneously.