Customer Success Manager II

Summary

Join Henry Schein One's Customer Success team as a remote Customer Success Manager, focusing on dental solo and small group customers within the United States. You will build and maintain strong customer relationships, acting as a trusted advisor to improve their business health through the use of Henry Schein One's software and services. This role involves monitoring customer health scores, conducting business reviews, providing training, handling escalated issues, and collaborating with internal resources to resolve challenges. Success in this position requires strong communication, problem-solving, and technical skills, along with experience in dental operations or clinical dentistry. The position offers a competitive salary and benefits package, including medical, dental, vision, 401k, paid time off, and more.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities