Customer Success Manager

Henry Schein

3d•$65,000 - $80,000•Remote

About The Position

This position is responsible for building relationships with Henry Schein One customers, working closely with the customers and advocating Henry Schein One. In this role you will serve as a strategic advisor to customers by developing success plans, conducting business reviews, driving product adoption, identifying growth opportunities, mitigating renewal risk, and ensuring customers achieve measurable business outcomes through their partnership with 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.

Requirements

Typically, a bachelor’s degree or global equivalent in related discipline.
Typically, 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
Previously managed a large customer base 100+ accounts preferred
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, public speaking, written communication and presentation skills
Good interpersonal skills
Basic conflict resolution skills
Developing professional credibility
Experience using a CRM and/or Customer Success platform preferred
Achieved or exceeded retention goals in prior roles
Ability to quickly develop solid customer relationships over the phone
Ability to connect customers with relevant product offerings
Ability to successfully prioritize reactive and proactive tasks

Nice To Haves

Master's degree or global equivalent
Good understanding of industry practices
5+ years of Customer Success or account management experience
5+ years of in-office dental practice experience

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
Monitor customer health indicators, engagement trends, adoption metrics, and renewal risks
Identify at-risk customers and develop proactive action plans to improve retention and satisfaction
Drive adoption of priority Henry Schein One solutions and workflows that improve operational efficiency and clinical outcomes
Provide strategic recommendations based on customer business objectives, workflows, and industry’s best practices
Identify opportunities for customers to increase value through product utilization and process optimization
Ability to communicate effectively with practice owners, office managers, DSO leaders, and executive stakeholders
Strong consultative and strategic relationship management skills
Serve as the primary point of contact for customers and 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