Customer Success 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 the overall health and increasing retention of Patient Engage accounts. Onboard accounts, proactively reach out to improve health based on business triggers, conduct quarterly/annual business reviews, and maintain a creditable and healthy relationship with the customer.

KEY RESPONSIBILITIES:  

• Onboard new customers by managing account creation, coordinating software installs, training the customer on the product, ensure product adoption/usage, and provide ongoing support as their primary point of contact 

• Monitor customer’s ongoing health scores and product utilization to proactively engage customers to prevent attrition and ensure customer satisfaction with product and services

• Develop and maintain creditable and strong relationships with business owners by performing regular quarterly/annual business reviews, business assessments, and status reports

• Handle escalated customers with a high level of professionalism and tact

• Work with at risk accounts to conduct a business review, develop resolution plans, and align internal resources to resolution

• Maintain a thorough understanding of, and be prepared to report on, all assigned customers in terms of opportunities, current issues, and likelihood of renewal

• Regularly share best practices with the rest of the Customer Success team

KNOWLEDGE:  

• Intermediate level professional; developing knowledge within own discipline.

• Some evaluation, originality or ingenuity required to perform tasks.

• Frequently apply the fundamental concepts, practices, and procedures of a particular field.

• Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY:  

• Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors.

• Analyze possible solutions using standard procedures to solve straightforward problems.

• Exercise judgment within defined procedures and practice to determine appropriate action.

• Build productive internal/external working relationships.

SUPERVISION:  

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

MINIMUM WORK EXPERIENCE:  

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION:  

Typically a Bachelor's Degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES:  

• Basic understanding of industry practices

• General proficiency with tools, systems, and procedures

• Basic planning/organizational skills and techniques

• Good decision making, analysis and problem solving skills

• Good verbal and written communication skills

• Basic presentation and public speaking skills

• Basic interpersonal skills

• Developing professional credibility

SPECIFIC KNOWLEDGE & SKILLS:  

• Consultative approach to customer success

• Deep customer empathy

• Customer experience champion

• Exception Demandforce product knowledge

• Ability to have difficult conversation with customers

• Understanding of competitive landscape

PERFORMANCE REQUIREMENTS:  

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.