What are the responsibilities and job description for the ASSOCIATE MANAGER, CUSTOMER SUCCESS position at Henry Schein?
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 customer and assist the team with setting priorities. This role will facilitate the team's ability to improve the customers' business process / workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services. 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 stream line processes
- Assist with mentoring and developing new Customer Success Managers
- Meet or exceed goals set forth for customer retention, NPS, and product adoption
- Manage escalations from customers and internal groups to ensure timely and quality resolutions to their issues
- Collaborating with cross-functional teams such as sales, product management, services, and support
- Identify and drive improvement opportunities to increase team efficiency and quality
- Track teams on-going delivery and quality metrics
- Provide visibility into day-to-day performance and customer satisfaction
- Assist with development of strategy utilizing data from customer success platform
- Develop transparency into the customer experience and account health
- Ensure the customer success team is up-to-date on all changes regarding offerings, processes, and relationships
Qualifications
Must have :
Nice to have :
What you get as a Henry Schein One Employee
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 a 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, inclusive environments, 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. To learn more, click here : 2022 Best Companies To Work For | Henry Schein One
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.
Salary : $83,500 - $90,000
