Dental Customer Success Manager

$60,000 - $70,000/Yr

AppleOne - Kissimmee, FL

Full-time - Mid Level

Onsite - Kissimmee, FL

Administrative and Support Services

About the position

The Dental Customer Success Manager (CSM) role is focused on ensuring that customers in the dental industry are effectively onboarded onto the platform and set up for success. The CSM will serve as a subject matter expert, providing training and support to key personnel at dental practices, while also monitoring customer health and ensuring a high-quality customer experience.

Responsibilities

• Ensure new customers have a solid foundation with respect to setup and configuration.
• Train key personnel at the customer end on products.
• Facilitate the adoption of recommended Standard Operating Procedures and Best Practice Workflows at dental practices.
• Define, track, and monitor customer health regarding product feedback, customer support interactions, and Key Performance Indicators (KPIs) for business success.
• Ensure the best possible customer experience at all times.
• Serve as a Subject Matter Expert (SME) for best practices and KPIs for dental practices.
• Create and promote a learning environment.
• Help develop competency improvement training and assessment programs for the team.
• Improve policies and procedures that enable efficient customer success management.
• Handle escalated customer support situations that require expert involvement.

Requirements

• Minimum of 5 years in US Dentistry.
• Minimum of 1 year managing a large (high volume) dental practice.
• Experience with dental practice management software and revenue cycle management.
• Knowledge of electronic eligibility, claims, and ERAs.

Nice-to-haves

• Certified Scrum Master certification.
• Experience in office management.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid sick time
• Vision insurance