What are the responsibilities and job description for the Vice President of Customer Success position at STERIS?
Position Summary
STERIS is seeking a legendary leader to join our Healthcare division as Vice President, Customer Success and Sales Development. This is a rare opportunity to shape the future of how a $600MM global business unit connects with, serves, and grows its customer base — spanning the Americas, EMEA, and APAC.
Reporting to the Vice President of Customer & Sales Operations, you will own and drive a customer operations ecosystem of approximately 250 associates, orchestrating everything from omnichannel order management and intelligent automation to sales development and strategic enterprise project management. If you're passionate about transforming customer experience through technology, operational excellence, and inspired leadership — this is your stage.
What You'll Do As a VP, Customer Success & Sales Development
- You'll lead a multifaceted organization and drive outcomes that matter — both for customers and for STERIS's bottom line.
- Set and execute strategic direction across Customer Care, Order Management, Sales Development, Intelligent Automation, and Business Process & Learning Experience.
- Own the technology vision for a highly scalable, agile customer ops platform, leveraging intelligent automation and robotic process automation to redefine how we serve our customers.
- Lead all aspects of talent: hiring, onboarding, development, succession planning, and workforce management across a global, 250-person team.
- Champion Customer-centric thinking enterprise-wide, collaborating cross-functionally with Marketing, Sales, Finance, Quality, Regulatory, and Country Managing Directors.
- Drive measurable outcomes — speed to service, order accuracy, satisfaction scores, revenue enablement — through rigorous performance management and continuous improvement.
- Serve as a member of the Intelligent Automation Center of Excellence (COE), influencing automation strategy across business units.
- Build and scale sales project management and implementation processes that unlock new revenue for strategic customers.
- Partner with senior leaders to solve complex customer challenges across capital equipment, consumables, services, and software offerings.
The Experience, Skills and Abilities Needed
Required Experience:
- 15 years of operational leadership with progressively increasing responsibility, including Director-level experience and a demonstrated track record of customer excellence.
- 15 years of customer service / call center management experience (enterprise-scale preferred).
- 10 years of global business experience — EMEA background strongly preferred; Americas regional experience also considered.
- 5 years in sales or inside sales — with hands-on understanding of how customer operations drives revenue outcomes.
Education:
- Bachelor's degree required, advanced degree a plus.
Skills & Competencies That Set You Apart:
- Deep expertise in contact center operations, omnichannel customer engagement, and order management ecosystems.
- Experience leading intelligent automation or RPA initiatives in a large-scale operations environment.
- Proven ability to manage large budgets and demonstrate ROI on operational investments.
- Strong executive presence with the ability to influence across C-suite and global stakeholders.
- A genuine belief that exceptional customer experience is a strategic growth driver — not just a cost center.
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