Customer Success Manager - Dental SaaS

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. This position is responsible for building relationships with Private Practice customers to drive adoption and growth of products and services, while working closely with Account Managers and Sales Executives to enhance customer satisfaction and value.

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

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
• 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