Customer Success Manager I

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 2 to 4 years of related 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

The posted range for this position is $55,000.00 - $70,000.00 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 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

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,  Louisiana, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.