Customer Success Manager I
- 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
- 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)
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