Customer Success Advisor

Vyne Dental; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A dental service company is seeking a Customer Success Advisor to enhance client relationships and ensure product optimization. The ideal candidate will have a Bachelor's degree and at least 2 years of experience in customer success or related fields. Responsibilities include building customer loyalty, addressing concerns, and identifying upsell opportunities. The role is primarily remote, with a strong preference for candidates in Georgia, Utah, or Indiana.

Qualifications

• Minimum of 2 years of experience in customer success or related roles.
• Ability to enhance the customer journey and improve satisfaction.
• Dedication to meeting individual and team goals.

Responsibilities

• Build consultative relationships with customers.
• Analyze churn indicators and deploy appropriate actions.
• Proactively pursue upsell opportunities.

Skills

Customer success values

Emotional intelligence

Analytical skills

Written communication

Education

Bachelor's degree

Tools

Salesforce

G Suite

Job description

Job Details Salary Range: Undisclosed Description

Title of Position: Customer Success Advisor

Organizational Relationship: Reports to Director of Customer Enablement

Job Family: Customer Success

Managerial Responsibilities: None

Classification: Non-Exempt / Full-Time

Location Considerations: Strong preference for candidates residing in Georgia, Utah, or IndianaLocation: #LI-Remote

GENERAL SUMMARY:

The Customer Success Advisor is responsible for building strong consultative relationships with customers and ensuring they are optimizing their products/bundles and receiving the highest return on investment. The CSA will ensure customers are properly educated and communicated effectively using tech-touch and high-touch activities. The CSA will build customer loyalty and ensure long-term customer retention by presenting consultative product information, addressing customer issues while getting the right team members involved, and helping the sales team with upsells. The CSA will reduce attrition, increase customer expansion of product offerings and increase customer referenceability.

DUTIES & RESPONSIBILITIES:

• Establish consultative and trusted relationships with customers by leveraging Vyne’s product offerings and RCM best practices while guiding them to increased utilization and expansion of Vyne’s products
• Proactively analyze leading churn indicators and ensure tech and high-touch activities are deployed at the right time during the customer journey to increase utilization and reduce attrition
• Identify upsell opportunities by discovering customer’s current needs and processes to drive customer expansion while increasing Monthly Recurring Revenue (MRR)
• Build and expand customer relationships while increasing customer referenceability through positive reviews, case studies, testimonials, etc.
• Elicit customer feedback and document details and examples of the voice of the customer to be shared with leadership
• Drive and demonstrate the value a customer is receiving in quarterly business reviews
• Proactively pursue opportunities to expand use cases and deliver additional value to grow the assigned book of business
• Communicate with customers to meet short and long-term needs while assessing customer satisfaction and escalate any areas of concern to the appropriate teams
• Document client activity in Vyne’s CRM.
• Track and optimize customer retention metrics, including retention, utilization, cSat, NPS, etc.
• Other duties as assigned

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

Qualifications

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:

• Bachelor’s degree with a minimum of 2 years of relevant experience or equivalent experience in customer success, sales, business development, or account management
• Strong customer success values and passion for solving problems and improving the customer journey
• Strong emotional intelligence and empathy skills to handle stressful situations with professionalism
• Analytical and process-oriented skills to prioritize customer touchpoints
• Dedication to meeting and exceeding individual targets and team goals
• Experience in making data-driven decisions that improve customer satisfaction and increase efficiency
• Excellent written, verbal, and interpersonal skills
• Salesforce and G Suite product knowledge preferred
• Engaging training and coaching skills required
• Team player contributing to a positive, uplifting, and supporting work environment
• Goal-driven, flexible approach to ongoing changes, coachable, and accountable
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.