JOB OVERVIEW
The Client Success Manager (CSM) is a skilled administrative team member with relevant dental and/or customer service experience who is responsible for building and maintaining long-term relationships with the customer and stakeholders by ensuring overall satisfaction, retention, growth, and profitability.
KEY RESPONSIBILITIES
- Ensure new customers have a solid foundation with respect to setup and Configuration.
- Ensure Key personnel at the customer end are trained
- Ensure new customers adopt recommended Standard Operating Procedures, & Best Practice Workflows, at their dental practice.
- Define, Track and Monitor Customer health with regards to product feedbacks, customer support interactions and Key Performance Indicators (KPIs) for business success
- Ensure the best possible customer experience at all times.
- Subject Matter Expert (SME) & Team Enabler
- Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices.
- Create and promote a learning environment.
- Help develop competency improvement training and assessment programs for the team.
- Help improve the policies and procedures that enable efficient customer success management.
- Handle escalated customer support situations that require expert involvement.
- Collaborate in a Globally Distributed Technology Company
- Collaborate with a globally distributed team of Level 1, Level 2 and Level 3 technical support team to enable efficient customer support.
- Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns.
- Collaborate with a globally distributed Product Engineering team to bring about the most sought after product changes for our customers.
- Collaborate with the product management team to ensure the product roadmap meets all relevant customer and industry needs.
MUST HAVE EXPERTISE
● Minimum of one Dental practice management software
● Revenue Cycle Management
● Key Performance Indicators (KPIs) for Dental Practices
● All job functions and workflows at a Dental practice
MUST HAVE EXPERIENCE
● Minimum of 5 years in US Dentistry
● Minimum of 1 year managing a large (high volume) Dental Practice
● Working with clearing houses, electronic eligibility & claims, ERAs
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