Henry Schein One
Associate Manager, Customer Success
American Fork, UT - Full Time
Shape what’s next in dental technology
Join Henry Schein One!
Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. Join Henry Schein One!
We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.
The Associate Manager, Customer Success 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.
This position is Remote within the United States with up to 10% travel as needed
What you will do:
- Develop and reinforce scalable best practices and streamline 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
- Build relationships, understand organizational complexities and manage conflict
- 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 customer experience and account health
- Ensure the customer success team is up to date on all changes regarding offerings, processes, and relationships
What we are looking for:
- Typically, a bachelor’s degree or global equivalent in related discipline
- Previous leadership experience
- Achieved or exceeded retention goals in prior roles
- Strong management skills and ability to attract, retain, motivate and develop team members for high performance
- Excellent verbal and written communication skills and ability to resolve disputes effectively
- Strong presentation and public speaking skills
- Strong decision making, analysis and problem-solving skills with ability to multi-task
- Understand and act on financial information that may contribute to business profitability
- Ability to manage successful projects, manage risks, costs, time and completion
- Lead team to achieve company goals in effective ways
- Strong planning and organizational skills and techniques
- Communicate effectively with management
- Good negotiating skills
- Broad professional and managerial skills with an understanding of industry practices and company policies and procedures
What will set you apart:
- Master's degree or global equivalent
- Good understanding of industry practices
- Previously managed a large customer base 100+ account
- Customer Success Platform experience (Gainsight, Totango, etc.) preferred
- 7+ years of Customer Success or account management experience
- 7+ years of in-office dental practice experience
Travel / Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required
The posted range for this position is $90,000 - $115,000 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 bonus target not reflected in the range.
What you’ll gain as a #TeamSchein member
- A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!
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 not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.
