Customer Success Manager I

: 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! JOB OVERVIEW: This position is responsible for serving as the go-to resource for existing customers and the overall customer strategy of the business. Supervise a team responsible for working with existing customers to drive increased adoption and renewal of products and services and advocate actual and anticipated needs of the customer within the Company. Responsible for managing customer health and building value for both the customer and Company to surpass customer expectations at every touch point. Work toward and assist in the achievement of individual, team, and department goals. KEY RESPONSIBILITIES:

• 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
• Ensure customers progress through onboarding in a timely manner to achieve rapid time-to-value with their purchase
• Proactively uncover opportunities to increase adoption and utilization, while also promoting professional services options
• Shepherd customers through the renewal process
• Seek out customers who have had measurable success with HSPS and develop their interest in serving as a customer success story
• Track ownership of client records and data in the CRM
• 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
• Facilitate customer escalation resolution

SPECIFIC KNOWLEDGE & SKILLS:

• Continue to build skills as a customer success professional, and regularly share best practices with the rest of the team
• Dental practice management/office experience preferred
• Proficient in MS Office (PowerPoint, Excel, Word) and MS Exchange
• Exceptional written and verbal communication skills
• Previously managed a large customer base preferred, ideally 50+ accounts
• Experience using a CRM or like solution to track customer data
• Prepared and delivered regular business or account reviews in a prior role
• Achieved or exceeded selling and/or retention goals in a prior role
• Background in leading cross-functional teams on customer-facing projects
• Able to quickly develop solid customer relationships over the phone
• Strong negotiation skills, related to both selling and product adoption
• Ability to successfully balance proactive and reactive tasks, and adjust priorities on the fly
• Exercises good judgement on customer escalations
• Practices the highest standard of business ethics

GENERAL SKILLS & COMPETENCIES:

• Good management skills and ability to motivate teams
• Good verbal and written communication skills and ability to resolve disputes effectively
• Good presentation and public speaking skills
• Good decision making, analysis and problem solving skills with ability to multi-task
• Ability to learn applicable computer systems and other business required competencies
• Understand financial information that impacts department
• Ability to plan and coordinate successful projects
• Communicate effectively with team(s)

MINIMUM WORK EXPERIENCE: Typically 4 or more years of related support experience; 3 or more years of management experience. 3 years of CSM or account management experience preferred, ideally in a Software as a Service (SaaS) or an IT Managed Services organization. PREFERRED EDUCATION: Typically a Bachelor's Degree or global equivalent in related discipline. TRAVEL / PHYSICAL DEMANDS: Travel typically less than 10%. Office environment. No special physical demands required. Henry Schein One 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.