Customer Success Manager II

About the position

This position is responsible for building relationships with Henry Schein One customers. This role works closely with the customer as a trusted advisor and customer advocate to Henry Schein One. The goal is to improve the customers’ business health by leveraging and promoting Henry Schein One software solutions and service offerings. This role proactively strengthens the relationship by improving the customers’ business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. This role is a key part of the Customer Success team in the dental solo and small group customer segments.

Responsibilities

• Build on the client relationship that was developed during the sales process by learning customer goals, needs and initiatives, and providing value in all interactions.
• Serve as the primary point of contact for customers, looping in other teams as needed to provide exceptional service.
• Provide strategic oversight to customers customer life-cycle to achieve rapid time-to-value with their purchase.
• Proactively uncover opportunities to increase adoption and utilization, while also promoting professional services options.
• Seek out customers who have had measurable success with Henry Schein One solutions and develop their interest in serving as a customer success story.
• Track ownership of client records and data in the CRM.
• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal.
• Develop a solid understanding of the dental industry and regional issues that could impact customers within assigned territory.
• Professional, and regularly share best practices with the rest of the CS team.
• Facilitate customer escalation resolution.

Requirements

• 5+ years of Customer Success or account management experience preferred.
• 5+ years of in-office dental practice experience preferred.
• Previously managed a large customer base 100+ accounts preferred.
• Experience using a CRM and/or Customer Success platform preferred.
• Achieved or exceeded retention goals in prior roles.
• Background in leading cross-functional teams on customer facing projects.
• Ability to quickly develop solid customer relationships over the phone.
• Ability to connect customer needs to relevant product offerings.
• Ability to successfully prioritize reactive and proactive tasks.

Nice-to-haves

• Good understanding of industry practices.
• Proficient with tools, systems, and procedures.
• Basic planning/organizational skills and techniques.
• Good decision making, analysis and problem solving skills with ability to multi-task.
• Good verbal and written communication skills.
• Good presentation and public speaking skills.
• Good interpersonal skills.
• Basic conflict resolution skills.
• Developing professional credibility.

Benefits

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package including Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.