PMS Solution Expert

TN United Kingdom; Greater London; On-site; GBP 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager in the Dental Service Organization Unit. This role focuses on enhancing client experiences with Practice Management Solutions, utilizing CareStack software to drive financial outcomes. You will build strong client relationships, provide training, and advocate for customer needs within the organization. The position offers a creative and engaged team environment, with opportunities for growth in the dental industry. If you are performance-driven and passionate about customer success, this role is an exciting opportunity to make a significant impact.

Benefits

Informal, hands-on environment

Growth opportunities

Impact in the dental industry

Qualifications

• Extensive DSO operational experience, ideally as a regional director.
• Ability to manage teams and work independently to support customer needs.

Responsibilities

• Build and maintain strong relationships with clients, understanding their goals.
• Lead onboarding and training for new clients, ensuring a smooth transition.
• Monitor client satisfaction and address issues proactively.

Skills

Customer Service Skills

Communication Abilities

Data Analysis

Team Management

Negotiation Skills

Service Orientation

Proficiency with UK PMS Systems

Education

Bachelor’s Degree in Business Administration

Degree in Life Sciences

Tools

CareStack Software

Dentally

Exact

CRM Solutions

Job description

Job Description

WE ARE STRAUMANN

Join us in our Dental Service Organization Unit (DSO) as a Customer Success Manager (CSM) for Practice Management Solutions (PMS) and be part of our EMEA DSO Team. The role involves enhancing the service experience by guiding dental practices on utilizing the CareStack software effectively, focusing on financial outcomes and other relevant measures. The CSM provides regular feedback through monthly Practice Roundup and Interim calls.

Your Profile

• Bachelor’s degree in business administration, life sciences, or equivalent
• Extensive DSO operational experience, ideally as a regional director in a large DSO
• Proficiency with UK PMS systems like Dentally, Exact, and familiarity with UK IT software landscape, analytics, and CRM solutions
• Ability to manage teams and work independently to support customer needs
• Excellent customer service skills, patience, and communication abilities
• Experience with presentations and data analysis for customer journeys
• Strong service orientation and experience working in cross-functional or matrix environments
• Fluent in English, both oral and written
• Performance-driven, proactive, and customer-focused with excellent negotiation skills
• Self-starter with entrepreneurial mindset and ability to develop and institutionalize processes
• Creative team player with accountability and stamina

Role Responsibilities

• Build and maintain strong relationships with clients, understanding their goals and challenges
• Monitor client satisfaction, address issues proactively, and identify expansion opportunities
• Lead onboarding and training for new clients, ensuring smooth transition and understanding of the software
• Act as the voice of the customer internally, advocating for client needs and feedback
• Facilitate onboarding, conduct monthly calls, and collate data for improvement opportunities
• Manage escalations, ensure quality and completeness in issue resolution
• Collaborate with support teams, identify retention risks, and develop customer roadmaps

Our Offer

• Creative and engaged team on a mission: #More than Creating Smiles, Restoring Confidence
• Opportunity to make an impact in the dental industry
• Informal, hands-on environment with growth opportunities

Equal Opportunity Statement

Straumann Group is an equal opportunity employer committed to non-discrimination and affirmative action in employment regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, age, veteran status, or disability.