Associate Manager, Customer Success

About the role

The Associate Manager, Customer Success position at Henry Schein One is responsible for managing a customer success team. This team aims to improve customers' business health through the use and promotion of Henry Schein One's software solutions and services. The role involves developing and reinforcing scalable best practices, streamlining processes, and assisting with mentoring and developing new Customer Success Managers.

Responsibilities

• Develop and reinforce scalable best practices and streamline processes
• Aid in 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
• Collaborate 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 ongoing delivery and quality metrics
• Provide visibility into day-to-day performance and customer satisfaction
• 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

Requirements

• 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
• Able to manage successful projects, manage risks, costs, time, and completion
• 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

Qualifications

• Master's degree or global equivalent
• Good understanding of industry practices
• Previously managed a large customer base (100+ accounts)
• 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

Skills

• Master's degree or global equivalent
• Good understanding of industry practices
• Previously managed a large customer base (100+ accounts)
• 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

Benefits

This position is eligible for a bonus target not reflected in the range. A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!