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Sr Customer Success Manager II
Henry Schein OneUnited States - Remote, United StatesRemotefull_timeVerifiedPosted 8 Nov 2024
💰 $105,000/yr($90,000/yr – $105,000/yr)
About the role
This position is Remote within the United States
Job Summary
This position is responsible for building relationships with an assigned set of large, key enterprise customers to drive adoption, value, and growth of our products and services within those accounts. This trusted advisor role proactively strengthens the relationship by aligning to the customers' business goals, improving the business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. This will be accomplished through strong account planning, internal and customer stakeholder engagement, and aligning existing and new products to customer business initiatives and growth plans. Candidates for this role will have experience in customer facing roles in software; dental or medical experience a plus (understanding of the patient and/or clinical journey, revenue cycle management and/or analytics).
What You Will Do
Qualifications
Must have:
Job Summary
This position is responsible for building relationships with an assigned set of large, key enterprise customers to drive adoption, value, and growth of our products and services within those accounts. This trusted advisor role proactively strengthens the relationship by aligning to the customers' business goals, improving the business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. This will be accomplished through strong account planning, internal and customer stakeholder engagement, and aligning existing and new products to customer business initiatives and growth plans. Candidates for this role will have experience in customer facing roles in software; dental or medical experience a plus (understanding of the patient and/or clinical journey, revenue cycle management and/or analytics).
What You Will Do
- Establish customer relationships with C-level leaders to ensure the customers’ and Henry Schein One mutual success
- Take the lead for assigned named accounts in all aspects: Anticipating customer needs and proactively addressing them throughout the customer relationship
- Responsible for the customer’s overall business health in relationship to Henry Schein One
- Continual customer consultation by successfully leveraging provided tools, resources, products and make strategic recommendation to help customer be successful
- Perform a strategic discovery with customers, to uncover their business objectives, articulate the Henry Schein One value proposition around achieving those objectives, and then build a plan to achieve those outcomes
- Facilitate business review meetings, onsite visits, business discoveries, and customer interactions with internal teams & resources
- Build partnerships at all levels internally and externally
- Predict and forecast risk, renewal, and expansion of the Henry Schein One product footprint
- Collaborate with Sales team and Services team to ensure effective execution of customers’ and Henry Schein One strategies
- Resolve complex issues in effective ways
- Meet and exceed quarterly targets or other targets defined by the business
- Other special projects and duties
- Travel typically less than 75%. Office environment. No special physical demands required.
Qualifications
Must have:
- Typically 7 to 10 or more years of increasing responsibility in terms of any applicable professional experience.
- Typically a Bachelor's Degree or global equivalent in related discipline.
- Deep understanding of the business of dentistry as it relates to Dental Service Organizations industry with its respective opportunities, benefits, and challenges. This could include knowledge on software and technology, and applicable business processes and cycles, among other things
- Excellent understanding of industry practices and of a successful customer success business model and products
- Strong proficiency with tools, systems, and procedures
- Strong planning/organizational skills and techniques
- Strong decision making, analysis and problem-solving skills with ability to multi-task
- Excellent verbal and written communication skills
- Strong presentation and public speaking skills
- Strong inte
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