Henry Schein
Associate Manager, Customer Success
Henry Schein, Seattle, Washington, us, 98127
This opportunity is remote within the United States.
Job Summary
This position is responsible for the day-to-day management of a customer success team responsible for improving the customers' business health by leveraging and promoting Henry Schein One software solutions and services. The role works with the team to ensure the achievement of key business measurements. This role will enforce operational processes, serve as an escalation point for customers, and assist the team with setting priorities. This role is a key part of the customer success team in the dental solo and small group customer segments.
What you will do
Develop and reinforce scalable best practices and streamline processesAssist with mentoring and developing new Customer Success ManagersMeet or exceed goals set forth for customer retention, NPS, and product adoptionManage escalations from customers and internal groups to ensure timely and quality resolutions to their issuesCollaborate with cross-functional teams such as sales, product management, services, and supportIdentify and drive improvement opportunities to increase team efficiency and qualityTrack team's ongoing delivery and quality metricsProvide visibility into day-to-day performance and customer satisfactionAssist with development of strategy utilizing data from customer success platformDevelop transparency into the customer experience and account healthEnsure the customer success team is up-to-date on all changes regarding offerings, processes, and relationships
Qualifications
Must have:
Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; first-level manager.Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.Strong management skills and ability to attract, retain, motivate and develop team members for high performanceAchieved or exceeded retention goals in prior rolesExcellent verbal and written communication skills and ability to resolve disputes effectivelyStrong presentation and public speaking skillsStrong decision making, analysis and problem solving skills with ability to multi-taskUnderstand and act on financial information that may contribute to business profitabilityAbility to manage successful projects, manage risks, costs, time and project teamsLead team to achieve company goals in effective waysStrong planning and organizational skills and techniquesCommunicate effectively with managementGood negotiating skillsBuild relationships, understand organizational complexities and manage conflictBroad professional and managerial skills with an understanding of industry practices and company policies and procedures
Nice to have:
7+ years of Customer Success or account management experience preferred7+ years of in-office dental practice experience preferredPreviously managed a large customer base (100+ accounts) preferredPrevious leadership experienceCustomer Success Platform experience (Gainsight, Totango, etc.) preferred
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, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
Compensation:
The posted range for this position is $83,500.00 to $90,000.00 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 an annually on-target bonus not reflected in the posted range.
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services, and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
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Job Summary
This position is responsible for the day-to-day management of a customer success team responsible for improving the customers' business health by leveraging and promoting Henry Schein One software solutions and services. The role works with the team to ensure the achievement of key business measurements. This role will enforce operational processes, serve as an escalation point for customers, and assist the team with setting priorities. This role is a key part of the customer success team in the dental solo and small group customer segments.
What you will do
Develop and reinforce scalable best practices and streamline processesAssist with mentoring and developing new Customer Success ManagersMeet or exceed goals set forth for customer retention, NPS, and product adoptionManage escalations from customers and internal groups to ensure timely and quality resolutions to their issuesCollaborate with cross-functional teams such as sales, product management, services, and supportIdentify and drive improvement opportunities to increase team efficiency and qualityTrack team's ongoing delivery and quality metricsProvide visibility into day-to-day performance and customer satisfactionAssist with development of strategy utilizing data from customer success platformDevelop transparency into the customer experience and account healthEnsure the customer success team is up-to-date on all changes regarding offerings, processes, and relationships
Qualifications
Must have:
Typically 7 or more years of increasing responsibility and complexity in terms of any applicable professional experience; first-level manager.Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.Strong management skills and ability to attract, retain, motivate and develop team members for high performanceAchieved or exceeded retention goals in prior rolesExcellent verbal and written communication skills and ability to resolve disputes effectivelyStrong presentation and public speaking skillsStrong decision making, analysis and problem solving skills with ability to multi-taskUnderstand and act on financial information that may contribute to business profitabilityAbility to manage successful projects, manage risks, costs, time and project teamsLead team to achieve company goals in effective waysStrong planning and organizational skills and techniquesCommunicate effectively with managementGood negotiating skillsBuild relationships, understand organizational complexities and manage conflictBroad professional and managerial skills with an understanding of industry practices and company policies and procedures
Nice to have:
7+ years of Customer Success or account management experience preferred7+ years of in-office dental practice experience preferredPreviously managed a large customer base (100+ accounts) preferredPrevious leadership experienceCustomer Success Platform experience (Gainsight, Totango, etc.) preferred
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, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
Compensation:
The posted range for this position is $83,500.00 to $90,000.00 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 an annually on-target bonus not reflected in the posted range.
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services, and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.
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