Customer Success Manager II

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 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 dental solo and small group customer segments.

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
• 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

SPECIFIC KNOWLEDGE & SKILLS: 

• 5+ years of Customer Success or account management experience preferred
• 5+ years of in-office dental practice experience preferred
• Previously managed a large customer base 100+ accounts preferred
• Experience using a CRM and/or Customer Success platform preferred
• Achieved or exceeded retention goals in prior roles
• Background in leading cross-functional teams on customer facing projects
• Ability to quickly develop solid customer relationships over the phone
• Ability to connect customer needs to relevant product offerings
• Ability to successfully prioritize reactive and proactive tasks

GENERAL SKILLS & COMPETENCIES: 

• Good understanding of industry practices
• 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 and written communication skills
• Good presentation and public speaking skills
• Good interpersonal skills
• Basic conflict resolution skills
• Developing professional credibility

MINIMUM WORK EXPERIENCE: 

Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.

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.

What you get as a Henry Schein One Employee

• A great place to work wi