Customer Success Manager II - Dental Analytics

This position is Remote within the United States

Job Summary
This position is responsible for building relationships with Henry Schein One customers.  This role works closely with the customer as a trusted advisor and customer advocate to Henry Schein One.  The goal is to improve the customers’ business health by leveraging and promoting Henry Schein One software solutions and service offerings.  This role proactively strengthens the relationship by improving the customers’ business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts.  This role is a key part of the Customer Success team in the dental solo and small group customer segments.

What you will do

• 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 progress reports
• Train customer in the dental field on analytics
• 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
• Build productive internal/external working relationships.
• Analyze possible solutions using standard procedures to solve straightforward problems.
• Handle difficult conversations with customers.
• Work on problems of limited to moderate scope and impact where analysis of situations of data while reviewing a variety of factors.

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

• Typically, 3 plus years of professional experience.
• Typically, 2 to 4 or more years of experience in dental operations or clinical dentistry
• A strong understanding of dental definitions, KPIs and clinical codes
• General knowledge and understanding of industry practices
• Great decision making and problem solving
• Knowledge and understanding of company policies
• Excellent communications / presentations skills and ability to build relationships
• Phenomenal customer service and engagement skills
• High comfort level presenting using virtual technology tools
• Great people skills and the ability to be personable and professional
• Internal motivation and the ability to have difficult conversations with customers
• Flexibility, and the ability to manage changing priorities and multi-tasking
• Technological savviness and the ability to learn new concepts
• Proficient in Microsoft Office Product Suite

• Bachelor’s degree in business administration, sales, marketing, or other related discipline
• Knowledge of Salesforce
• Previously managed a large customer base 100+ accounts
• Experience using a CRM and /or Customer Success platform
• Knowledge of Henry Schein One software portfolio

• 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 Parental Leave, 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 One is 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