Customer Success Manager - Jarvis

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!

This position is Remote within the United States

Job Summary

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.

What you will do

• 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

Travel/Physical Demands

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

Qualifications

Must have:

• Typically 2 to 4 years of related professional experience.
• Typically a Bachelor's Degree or global equivalent in related discipline.
• 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
• 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

Nice to have:


The posted range for this position is $55,000.00 - $70,000.00 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 get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Sick Leave (if applicable), Income Protection, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One