Associate Manager, Customer Success

Henry Schein One is a global leader redefining dental practice management, and they are seeking an Associate Manager for their Customer Success team. This role is responsible for managing the customer success team to improve customer business health by leveraging the company's software solutions and ensuring achievement of key business metrics.

Responsibilities:

• Develop and reinforce scalable best practices and streamline processes
• Assist with mentoring and developing new Customer Success Managers
• Meet or exceed goals set forth for customer retention, NPS, and product adoption
• Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues
• Collaborating with cross-functional teams such as sales, product management, services, and support
• Identify and drive improvement opportunities to increase team efficiency and quality
• Build relationships, understand organizational complexities and manage conflict
• Track teams on-going delivery and quality metrics
• Provide visibility into day-to-day performance and customer satisfaction
• Assist with development of strategy utilizing data from customer success platform
• Develop transparency into the customer experience and account health
• Ensure the customer success team is up to date on all changes regarding offerings, processes, and relationships

Requirements:

• Typically, a bachelor's degree or global equivalent in related discipline
• Previous leadership experience
• Achieved or exceeded retention goals in prior roles
• Strong management skills and ability to attract, retain, motivate and develop team members for high performance
• Excellent verbal and written communication skills and ability to resolve disputes effectively
• Strong presentation and public speaking skills
• Strong decision making, analysis and problem-solving skills with ability to multi-task
• Understand and act on financial information that may contribute to business profitability
• Ability to manage successful projects, manage risks, costs, time and completion
• Lead team to achieve company goals in effective ways
• Strong planning and organizational skills and techniques
• Communicate effectively with management
• Good negotiating skills
• Broad professional and managerial skills with an understanding of industry practices and company policies and procedures
• Master's degree or global equivalent
• Good understanding of industry practices
• Previously managed a large customer base 100+ accounts
• Customer Success Platform experience (Gainsight, Totango, etc.) preferred
• 7+ years of Customer Success or account management experience
• 7+ years of in-office dental practice experience