Customer Success Manager (Sales Support)

Biote; Texas (NJ); Remote; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Customer Success Manager, where you will play a pivotal role in enhancing customer satisfaction and retention. This dynamic position involves guiding new clients through the onboarding process, supporting sales teams, and fostering strong relationships with existing customers. You will leverage your exceptional communication and problem-solving skills to address customer needs and drive growth. This role offers the opportunity to work remotely while being part of a collaborative team dedicated to improving the health and well-being of clients through innovative hormone optimization solutions.

Qualifications

• Experience in inside sales or telemarketing roles.
• Proficient in CRM software and business software.

Responsibilities

• Guide new customers through the onboarding process.
• Conduct daily outbound calls to existing tier 4 practices.
• Address and resolve customer complaints.

Skills

Customer Relationship Management

Communication Skills

Negotiation Skills

Problem-Solving Skills

Interpersonal Skills

Education

Bachelor’s Degree in Business

Tools

CRM Software

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Microsoft Outlook

Job description

Biote is the world leader in hormone optimization and we are adding to our team! We partner with providers to take a complete approach to healthier aging through patient-specific bioidentical hormone replacement therapy and the only nutraceutical line created specifically to support hormone health.

We are looking to add an experienced Customer Success Manager to our team. This role can be remote, but you must reside in the DFW area.

Position Summary

The Customer Success Manager is responsible for ensuring customer satisfaction and driving customer retention by providing top-notch sales support and fostering strong relationships with established clients of Biote. The Customer Success Manager will also provide support to the in-field sales team and provide guidance to new clients of Biote throughout the client-onboarding process.

As the Customer Success Manager, you will:

• Guide new customers through the onboarding process, ensuring they understand Biote products and services and how to use them effectively.
• Assist the sales team by providing comprehensive support, including preparing on-boarding services, lab account set up, creating comprehensive business reviews, managing CRM entries, following up account activities, and collections.
• Conduct daily outbound calls to existing tier 4 practices for development.
• Identify opportunities to increase procedures, selling of Nutra’s, increase DTP, BioteRx sales and new future product offerings.
• Address and resolve any customer complaints/issues while ensuring a high level of customer satisfaction.
• Provide timely and accurate information to existing customers regarding product availability, pricing, and delivery timelines.
• Conduct product demonstrations and presentations to educate our customers on the features and benefits of our products and services. Including product availability, pricing, and delivery timelines.
• Build and maintain strong, long-lasting relationships by identifying, understanding, and anticipating the specific needs of customers and provide tailored solutions aimed at increasing retention and growth within accounts.
• Develop and implement strategies to increase customer retention and reduce churn.
• Review, analyze, and summarize regional training centers survey results within the established timeframe from certification.
• Identify gaps in processes and procedures; assist in the development of new strategies to actively address those gaps and improve efficiency for the field sales team. Revised Sept 2024 LD
• Perform other duties as assigned.

Competencies

• Collaborative – Incredibly effective with people, e.g., knows how to understand and learn from people, motivates, enthusiasm and can drive decision-making. Excellent organization and decision-making skills that engage colleagues to make joint decisions and bring people together across boundaries to achieve results.
• Innovative – Comes up with novel ideas and approaches to new opportunities that set the Company apart from the crowd and result in exceptional performance.
• Pragmatic – Does not reinvent the wheel once something works and figures out how to scale processes and practices that drive efficiency and effectiveness.
• Pride of Authorship – Intrinsically cares about the quality of their work. High attention to detail.
• Flexible and Resourceful – Thrives in a dynamic, growth business where new challenges are the order of the day and necessity is the mother of invention. Can adapt to shifting priorities, demands, and timelines and help their team adapt to changes in business priorities and focus areas.
• Transparent – Understands that improvement only occurs when you acknowledge problems and mistakes and works openly to address them.
• Communicative – Excellent oral and written communication; an ability to present and discuss technical information in a way that established rapport and gains understanding. Listens well and easily gains people’s trust.
• Dynamic – Proven set of leadership skills that can attract, develop, and energize multidiscipline, high-performance work teams to learn and apply new skills/techniques to business needs.
• Perfectionist – Very strong problem-solving skills and ability to deal with complex and demanding issues that address root cause issues. Understands that perfection is a journey, not a destination.

As the Customer Success Manager, your background should include:

• Bachelor’s degree in business preferred or equivalent field related experience. Experience will be evaluated based on the core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
• Proven track record of success in inside sales or telemarketing roles.
• Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels.
• Possess strong negotiation and closing skills. Revised Sept 2024 LD
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Ability to travel and some weekend coverage at regional training centers
• Proven ability to manage multiple accounts simultaneously.
• Proficient in CRM software and other sales tools.
• Excellent skills in business software such as Excel, Word, Power Point, and Outlook.
• Excellent problem-solving skills and attention to detail.
• Proven success working within a rapid growth organization and establishing relationships across all functions.
• Champions diversity of team, thought, and opinion with a demonstrated ability to work effectively and collaboratively with diverse team members.
• Results-oriented with a passion for helping customers succeed.
• Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
• Ability to facilitate relations between business groups and technology departments. Ability to work with cross-functional teams