Customer Success Manager II - Strategic Accounts

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 large, strategic accounts.
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 large, strategic accounts, 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
• Promote professional services options by prioritizing reactive and proactive tasks
• 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 CRM
• Develop solid customer relationships over the phone
• 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
• Professionally and regularly share best practices with the rest of the CS team
• Facilitate customer escalation resolution
• Connect customer needs to relevant product offerings

Travel/Physical Demands

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

Qualifications
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
• Proven record on achieving or exceeded retention goals in prior roles
• Good communication, presentation and public speaking skills
• Background in leading cross-functional customer facing projects
• Good understanding of industry practices
• Proficient with tools, systems, and procedures
• Good decision making, analysis and problem solving skills with ability to multi-task

Nice to have:

• 5+ years of Customer Success experience
• 5+ years dental practice experience 
• Previously managed a large customer base 
• Experience using a CRM and/or Customer Success platform 

The posted range for this position is $65,000 - $80,000 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.