Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations
Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
Be a voice of the customer
gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience
Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions
Proactively engage clients that are delinquent on payments

Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience
Typically, a bachelor’s degree or global equivalent in related discipline
Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages
Demonstrated success in achieving or surpassing goals in previous roles
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
Nice to have: Customer Success or account management experience
Nice to have: Dental Service Organization, or in-office dental practice experience
Nice to have: Previously worked in a customer support role
Nice to have: Experience using a CRM and/or Customer Success platform

Customer Loyalty Advocate

Key skills