Digital Customer Success Manager
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WE ARE STRAUMANN
Join us in our Dental Service Organization Unit (DSO) and become part of our EMEA DSO Team. The DSO Customer Success Manager (CSM) for PMS will enhance the service experience by providing guidance on how the practice can best utilize the CareStack™ software program. This service experience is based upon the financial outcomes of the client as well as other measures that occur within Practice Management Solutions. The Client Success Manager (CSM) provides regular feedback to the client on monthly Practice Roundup and/or Interim calls.
YOUR PROFILE
• Bachelor's degree in business administration, life sciences or equivalent
• Deep DSO background in an operational role as a regional director working for a large DSO
• PMS power user and experience / understanding of main UK PMS systems, like Dentally, Exact, etc. and overall IT software landscape in UK DSOs (e.g. analytics and CRM solutions)
• Ability to manage teams and work independently to support customer needs.
• Great customer service skills and deep degree of patience
• Ability to do stage presentations and create compelling white papers around data from customer journeys
• Strong service skills
• Experience in working with a cross-functional or matrix environment
• Fluent English required, oral and written
• Dynamic, straight-forward and performance-driven professional with strong execution abilities, can-do attitude and customer focus
• Excellent communication and negotiation skills with ability to work in a multinational matrix organization
• Convincing personality with stamina and perseverance
• Self-starter with ability to develop things, using previous experience, institutionalizing processes without giving up entrepreneurship
• Passionate and creative team player with a strong sense of accountability
Role Mandate
• Relationship Management:
o Serve as the primary point of contact for assigned clients, building strong and lasting relationships based on trust and mutual success.
o Proactively engage with clients to understand their goals, challenges, and needs related to dental practice management, and offer tailored solutions and support.
• Retention and renewals
o Monitor client health and satisfaction levels, proactively addressing any issues or concerns to mitigate churn and identify opportunities for expansion within existing accounts.
o Client Onboarding and Training:
Lead the onboarding process for new clients, ensuring a smooth transition to our dental practice management software. Provide comprehensive training sessions to clients, both remotely and on-site when necessary, to ensure they fully understand the features and functionalities of our software.
• Customer advocacy:
o Act as the voice of the customer within the company, advocating for client needs and feedback to relevant internal teams, including product development and support. Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products or services to existing clients based on their evolving needs.
Overall Tasks
• Facilitates the onboarding of new practices, as needed, to acclimate those practices for success in using the CareStack™ software product.
• Serves as a key leader for onboarding meetings and checklist management.
• Facilitates and host monthly Practice Roundup and/or Interim calls where opportunities are present by showcasing the preferred method of DATA - OBSERVATIONS - RECOMMENDATIONS to their respective clients.
• Collate data, as needed, identifying opportunities for improvement, and make recommendations for improvement to enhance the client's success.
• Serve as an advisor on transitioning process / process recommendations from clients to transactional teams wherever necessary.
• Track all customer escalations and present those to respective teams to bring closure to those cases.
• Review and audit customer escalations to identify an opportunity to prevent future escalations of the same or similar variety.
• Proctor and enable transactional teams to answer usual customer questions wherever possible.
• Work collaboratively on processes where transactional teams need assistance to close incidents and specific issues, assuring completeness and quality as outcomes.
• Ensures customer success by driving growth and preventing churn
• Proactively engages with customer and ensures customer satisfaction
• Initiate on-boarding (where required internal and partner offerings)
• Initiates training (executed by application team and 3rd party partner)
• Share knowledge & best practices
• Collaborate with Expert Level support team
• Identify retention risks and up-sell opportunities with the input offering-specific usage patterns and digital behavior
• Ensure efficient renewal process (where required align with the appropriate stakeholders)
• Give insights to define and develop customer roadmaps
OUR OFFER:
• A creative, inspired and engaged team on a mission: #More than Creating Smiles, Restoring Confidence
• The chance to create your footprint in the dental industry
• An informal, hands-on working environment with opportunities to grow - it's fun to work with us