Associate Manager, Customer Success

Henry Schein One is a global leader redefining dental practice management, and they are seeking an Associate Manager, Customer Success. This role is responsible for managing a customer success team to improve customer business health by leveraging Henry Schein One software solutions and services.

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 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+ account
• 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