Customer Success Manager

Henry Schein One is a global leader redefining dental practice management, seeking a Customer Success Manager to build relationships with customers and advocate for the company. The role involves developing success plans, driving product adoption, and ensuring customers achieve measurable business outcomes through their partnership with Henry Schein One.

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

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
• 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
• 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
• Previously managed a large customer base 100+ accounts preferred
• Experience using a CRM and/or Customer Success platform preferred
• 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