Customer Success Manager II- Dental Analytics

Davita Inc.; American Fork (UT); Remote; USD 65,000 - 80,000; Full time

Job summary

A healthcare technology company is seeking a Customer Success Manager to enhance the retention and health of Patient Engage accounts. This remote role involves onboarding customers, monitoring their satisfaction, and ensuring a strong relationship through regular reviews and proactive engagement. Candidates should possess a Bachelor's degree and have a strong consultative skill set, along with substantial customer management experience.

Benefits

Medical, Dental and Vision Coverage

401K Plan with Company Match

Paid Time Off (PTO)

Paid Parental Leave

Short Term Disability

Education Benefits

Worldwide Scholarship Program

Qualifications

• 3 to 5 years of professional experience in customer success or account management.
• Consultative approach to customer relations and engagement.
• Ability to manage difficult conversations with customers.

Responsibilities

• Onboard new customers and manage ongoing support.
• Monitor customer health scores and engage to prevent attrition.
• Conduct quarterly/annual business reviews with clients.

Skills

Customer experience champion

Deep customer empathy

Good verbal and written communication skills

Good decision making, analysis and problem solving skills

Planning and organizational skills

Developing professional credibility

Education

Bachelor's Degree or global equivalent in related discipline

Master's degree or global equivalent

Tools

CRM and/or Customer Success platform

Job description

paid time off, sick time, short term disability, 401(k)

This position is Remote within the United States

Job Summary

This position is responsible for the overall health and increasing retention of Patient Engage accounts. Onboard accounts, proactively reach out to improve health based on business triggers, conduct quarterly/annual business reviews, and maintain a creditable and healthy relationship with the customer.

What you will do

Onboard new customers by managing account creation, coordinating software installs, training the customer on the product, ensure product adoption/usage, and provide ongoing support as their primary point of contact

Monitor customer's ongoing health scores and product utilization to proactively engage customers to prevent attrition and ensure customer satisfaction with product and services

Develop and maintain creditable and strong relationships with business owners by performing regular quarterly/annual business reviews, business assessments, and status reports

Handle escalated customers with a high level of professionalism and tact

Work with at risk accounts to conduct a business review, develop resolution plans, and align internal resources to resolution

Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal

Regularly share best practices with the rest of the Customer Success team

This position is Remote within the United States

Job Summary

This position is responsible for the overall health and increasing retention of Patient Engage accounts. Onboard accounts, proactively reach out to improve health based on business triggers, conduct quarterly/annual business reviews, and maintain a creditable and healthy relationship with the customer.

What you will do

• Onboard new customers by managing account creation, coordinating software installs, training the customer on the product, ensure product adoption/usage, and provide ongoing support as their primary point of contact

• Monitor customer's ongoing health scores and product utilization to proactively engage customers to prevent attrition and ensure customer satisfaction with product and services

• Develop and maintain creditable and strong relationships with business owners by performing regular quarterly/annual business reviews, business assessments, and status reports

• Handle escalated customers with a high level of professionalism and tact

• Work with at risk accounts to conduct a business review, develop resolution plans, and align internal resources to resolution

• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal

• Regularly share best practices with the rest of the Customer Success team

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications

Must have:

• Typically, 3to 5 or more years of increasing responsibility in terms of any applicable professional experience
• Typically a Bachelor's Degree or global equivalent in related discipline.
• Consultative approach to customer success
• Deep customer empathy
• Customer experience champion
• Exception Demandforce product knowledge
• Ability to have difficult conversation with customers
• Understanding of competitive landscape
• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

Nice to have:

• Master's degree or global equivalent
• Customer Success or account management experience
• Dental, Dental Service Organization, or in-office dental practice experience
• Previously managed a large customer base 100+ accounts
• Experience using a CRM and/or Customer Success platform

The posted range for this position is $65,000.00 - $80,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Sick Leave (if applicable), Income Protection, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein Oneis the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota,Rhode Island,South Dakota,Vermont, West Virginia, Washington DC, orPuerto Rico and other US Territories.