Description

The Customer Success Manager II is responsible for managing customer relationships, improving business health through software solutions, and enhancing product utilization in the dental industry. What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together. Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we! If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you! This position is remote within the United States Job Summary: - This position is responsible for building relationships with an assigned set of Private Practice customers to drive adoption, value, and growth of our products and services within those accounts. - This role will work closely with Account Managers and Sales Executives to proactively strengthen the customer relationship, improving the business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. - This will be accomplished through strong account planning, internal and customer stakeholder engagement, and aligning existing and new products to customer business initiatives and growth plans. - Candidates for this role will have experience in customer facing roles in software; dental or medical experience a plus (understanding of the patient and/or clinical journey, revenue cycle management and/or analytics). What you will do: - Build on the client relationship that was developed during the sales process by learning customer goals, needs and initiatives, and providing value in all interactions - Serve as the primary point of contact for customers, looping in other teams as needed to provide exceptional service - Provide strategic oversight to customers customer life cycle to achieve rapid time-to-value with their purchase - Proactively uncover opportunities to increase adoption and utilization, while also promoting professional services options - Seek out customers who have had measurable success with Henry Schein One solutions and develop their interest in serving as a customer success story - Track ownership of client records and data in the Customer Relationship Management (CRM) software - Develop solid customer relationships over the phone - Connect customer needs to relevant product offerings - Successfully prioritize reactive and proactive tasks - Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal - Develop a solid understanding of the dental industry and regional issues that could impact customers within assigned territory - Share best practices with the rest of the Customer Success team - Facilitate customer escalation resolution - Resolve complex issues in effective ways - Build partnerships at all levels within the company and externally Must have: - Typically, 3 to 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 - Prior experience in leading cross-functional customer facing projects - Demonstrated success in achieving or surpassing retention targets in previous roles - Strong understanding of industry practices - Good decision making, analysis and problem-solving skills with ability to multi-task - High proficiency with tools, systems, and procedures - Good planning/organizational skills and techniques - Strong verbal and written communication skills - Good presentation and public speaking skills - Good interpersonal and conflict resolution skills and ability to deliver difficult messages 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

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