Customer Success Manager in American Fork, Utah at Henry Schein One

Who We Are
Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. 

We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.
Job Summary
This position is responsible for building relationships with Henry Schein One customers, working closely with the customers and advocating Henry Schein One. In this role you will serve as a strategic advisor to customers by developing success plans, conducting business reviews, driving product adoption, identifying growth opportunities, mitigating renewal risk, and ensuring customers achieve measurable business outcomes through their partnership with 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.

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
• Monitor customer health indicators, engagement trends, adoption metrics, and renewal risks
• Identify at-risk customers and develop proactive action plans to improve retention and satisfaction
  Drive adoption of priority Henry Schein One solutions and workflows that improve operational efficiency and clinical outcomes
• Provide strategic recommendations based on customer business objectives, workflows, and industry’s best practices
• Identify opportunities for customers to increase value through product utilization and process optimization
• Ability to communicate effectively with practice owners, office managers, DSO leaders, and executive stakeholders
• Strong consultative and strategic relationship management skills
• Serve as the primary point of contact for customers and 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, while also promoting professional services options
• 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
• 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
• Professional, and regularly share best practices with the rest of the CS team
• Facilitate customer escalation resolution

Travel/Physical Demands

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

Qualifications

Must have:

• Typically, a bachelor’s degree or global equivalent in related discipline.
• Typically, 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
• Previously managed a large customer base 100+ accounts preferred
• Proficient with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem-solving skills with ability to multi-task
• Good verbal, public speaking, written communication and presentation skills
• Good interpersonal skills
• Basic conflict resolution skills
• Developing professional credibility
• Experience using a CRM and/or Customer Success platform preferred
• Achieved or exceeded retention goals in prior roles
• Ability to quickly develop solid customer relationships over the phone
• Ability to connect customers with relevant product offerings
• Ability to successfully prioritize reactive and proactive tasks

Nice to have:

• Master's degree or global equivalent
• Good understanding of industry practices
• 5+ years of Customer Success or account management experience
• 5+ years of in-office dental practice experience

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’ll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

• A great place to work with fantastic people.

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 Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.