Customer Success Manager (Flex)

Curve Dental • Provo, UT

68d

About The Position

The Customer Success/Retention Account Manager acts as the individual responsible to ensure that identified at risk accounts receive the highest level of support from our team possible, in order to ensure they are making an informed decision on the best path forward for their practice. The ultimate goal is to maintain the highest degree of customer satisfaction, which includes efforts to retain potential churn customers, while also documenting and assisting in their smooth offboarding if necessary. Maintaining current customer relationships is a critical job duty.

Requirements

• High School diploma or equivalent.
• A minimum of 1 year previous customer success, training, call center or technical support experience.
• Experience as a customer success/retention account manager in dental software highly desirable.
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred.

Nice To Haves

• An understanding of common industry standard business practices as related to the dental or medical professions.
• Experience with software in a SaaS environment is an asset.
• Experience with SalesForce, JIRA, Windows (7 or higher) and Mac OS (Yosemite or higher) is an asset.

Responsibilities

• Maintain reporting mechanisms for spotting activity that indicate upcoming attrition for clients.
• Plan of action to handle at-risk customers and stem termination.
• Continual follow up with offices that are marked at risk with the goal of retaining the client as a customer.
• Complete termination actions including attending phone calls, creating termination tasks, reporting and coordinating associated actions.
• Develop relationships with assigned customers to ensure a high level of platform adoption and satisfaction.
• Develop and maintain a client adoption checklist to track which modules are adopted by clients.
• Facilitate a plan to increase product adoption.
• Identify potential upsell opportunities and engage with sales to educate clients on these upgrade opportunities.
• Responsible for Ownership Transfer activities from selling client to purchasing client.
• Assist with updating credit card information on file for customers when necessary.
• Effectively communicate with clients any upcoming pricing changes to their subscription.
• Assist with retention efforts for clients who change ownership or have staff turnover.
• Maintain a plan of action for customer issues reported during retention calls.
• Track outcomes of Customer Success engagements.
• Assist any member of the Customer Success Team with any other administration tasks.
• Perform other duties as assigned that contribute to the success of the company.

Benefits

• Excellent verbal and written communication skills, particularly phone and email correspondence.
• Basic knowledge of computer hardware, database structure and network troubleshooting.

What This Job Offers

• Education Level: High school or GED
• Number of Employees: 101-250 employees