Customer Success Manager II

MEDICAREMD.COM - American Fork, UT

Full-time

Remote - American Fork, UT

About the position

The Customer Success Manager II is responsible for fostering relationships with key enterprise customers to enhance the adoption and value of Henry Schein One's products and services. This role involves collaboration with Strategic Account Managers and Sales Executives to improve customer workflows, increase product utilization, and align offerings with customer growth initiatives. The position requires a proactive approach to account management, ensuring customer satisfaction and success through effective communication and strategic oversight.

Responsibilities

• Build on the client relationship developed during the sales process by learning customer goals, needs, and initiatives.
• Serve as the primary point of contact for customers, coordinating with other teams to provide exceptional service.
• Provide strategic oversight to customers' life cycle to achieve rapid time-to-value with their purchase.
• Proactively uncover opportunities to increase adoption and utilization, while promoting professional services options.
• Seek out customers with measurable success and develop their interest in serving as customer success stories.
• Track ownership of client records and data in the Customer Relationship Management (CRM) software.
• Develop solid customer relationships over the phone.
• Connect customer needs to relevant product offerings.
• Successfully prioritize reactive and proactive tasks.
• Maintain a thorough understanding of assigned customers in terms of opportunities, current issues, and likelihood of renewal.
• Develop a solid understanding of the dental industry and regional issues impacting customers.
• Share best practices with the Customer Success team.
• Facilitate customer escalation resolution.
• Resolve complex issues effectively.
• Build partnerships at all levels within the company and externally.

Requirements

• Typically, 5 to 7 or more years of increasing responsibility in applicable professional experience.
• Typically, a bachelor's degree or global equivalent in a related discipline.
• Prior experience in leading cross-functional customer-facing projects.
• Demonstrated success in achieving or surpassing retention targets in previous roles.
• Strong understanding of industry practices.
• Good decision-making, analysis, and problem-solving skills with the ability to multi-task.
• High proficiency with tools, systems, and procedures.
• Good planning/organizational skills and techniques.
• Strong verbal and written communication skills.
• Good presentation and public speaking skills.
• Good interpersonal and conflict resolution skills with the ability to deliver difficult messages.

Nice-to-haves

• Master's degree or equivalent.