Associate Manager, Customer Success

Henry Schein One•American Fork, UT

1d•Remote

About The Position

The Associate Manager, Customer Success position is responsible for the day-to-day management of a customer success team responsible for improving the customers’ business health by, leveraging, and promoting Henry Schein One software solutions and services. The role works with the team to ensure the achievement of key business measurements. This role will enforce operational processes, serve as an escalation point for customer and assist the team with setting priorities. This role will facilitate the team’s ability to improve the customers’ business process/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services. This role is a key part of the customer success team in the dental solo and small group customer segments.

Requirements

Typically, a bachelor’s degree or global equivalent in related discipline
Previous leadership experience
Achieved or exceeded retention goals in prior roles
Strong management skills and ability to attract, retain, motivate and develop team members for high performance
Excellent verbal and written communication skills and ability to resolve disputes effectively
Strong presentation and public speaking skills
Strong decision making, analysis and problem-solving skills with ability to multi-task
Understand and act on financial information that may contribute to business profitability
Ability to manage successful projects, manage risks, costs, time and completion
Lead team to achieve company goals in effective ways
Strong planning and organizational skills and techniques
Communicate effectively with management
Good negotiating skills
Broad professional and managerial skills with an understanding of industry practices and company policies and procedures

Nice To Haves

Master's degree or global equivalent
Good understanding of industry practices
Previously managed a large customer base 100+ accounts
Customer Success Platform experience (Gainsight, Totango, etc.) preferred
7+ years of Customer Success or account management experience
7+ years of in-office dental practice experience

Responsibilities

Develop and reinforce scalable best practices and streamline processes
Assist with mentoring and developing new Customer Success Managers
Meet or exceed goals set forth for customer retention, NPS, and product adoption
Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues
Collaborating with cross-functional teams such as sales, product management, services, and support
Identify and drive improvement opportunities to increase team efficiency and quality
Build relationships, understand organizational complexities and manage conflict
Track teams on-going delivery and quality metrics
Provide visibility into day-to-day performance and customer satisfaction
Assist with development of strategy utilizing data from customer success platform
Develop transparency into the customer experience and account health
Ensure the customer success team is up to date on all changes regarding offerings, processes, and relationships