Customer Success Manager - Dental SaaS

Henry Schein One•American Fork, UT

14h•$65,000 - $80,000•Remote

About The Position

This position is Remote within the United States Job Summary This position is responsible for building relationships with an assigned set of Private Practice customers to drive adoption, value, and growth of our products and services within those accounts. This role will work closely with Account Managers and Sales Executives to proactively strengthen the customer relationship, improving the business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. This will be accomplished through strong account planning, internal and customer stakeholder engagement, and aligning existing and new products to customer business initiatives and growth plans. Candidates for this role will have experience in customer facing roles in software; dental or medical experience a plus (understanding of the patient and/or clinical journey, revenue cycle management and/or analytics).

Requirements

Typically, 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience
Typically, a bachelor’s degree or global equivalent in related discipline
Prior experience in leading cross-functional customer facing projects
Demonstrated success in achieving or surpassing retention targets in previous roles
Strong understanding of industry practices
Good decision making, analysis and problem-solving skills with ability to multi-task
High proficiency with tools, systems, and procedures
Good planning/organizational skills and techniques
Strong verbal and written communication skills
Good presentation and public speaking skills
Good interpersonal and conflict resolution skills and ability to deliver difficult messages

Nice To Haves

Master's degree or global equivalent
Customer Success or account management experience
Dental, Dental Service Organization, or in-office dental practice experience
Previously managed a large customer base 100+ accounts
Experience using a CRM and/or Customer Success platform

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 Customer Relationship Management (CRM) software
Develop solid customer relationships over the phone
Connect customer needs to relevant product offerings
Successfully prioritize reactive and proactive tasks
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
Share best practices with the rest of the Customer Success team
Facilitate customer escalation resolution
Resolve complex issues in effective ways
Build partnerships at all levels within the company and externally