Strategic Customer Success Manager (US REMOTE)
Henry Schein Worldwide
 Talpa, TX

Henry Schein One delivers connected dental software and services, combined with expert business coaching, to help practices improve every aspect of practice management and grow profits. Our platform for integrated applications lets dental technology connect, share data and automate more tasks, creating a new digital workflow that helps teams work smarter and more efficiently. Our advanced integration improves each stage of the patient experience – from first contact and scheduling, to delivery of treatment and recurring care. Henry Schein One unifies market-leading software, web tools, support, and patient services into the one platform that is a standard for connecting all practice dental technology.

JOB OVERVIEW:

This position is responsible for building relationships with Henry Schein One’s key strategic accounts. This role works closely with the customer’s executive teams and senior management as a trusted advisor and customer advocate to Henry Schein One. The goal is to improve the customers’ business health by leveraging and promoting Henry Schein One software solutions and service offerings. This role proactively strengthens the relationship by improving the customers’ business processes/workflows, increasing product utilization, and in general increasing the value of Henry Schein One products and services within these key accounts. This role is a key part of the Customer Success team in the National Account segments.

KEY RESPONSIBILITIES:

  • Work closely with Henry Schein One executive sponsors to ensure the customer is receiving the right level of engagement and meeting commitments
  • Establish customer relationships with C-level leaders to ensure the customers’ and Henry Schein One mutual success with National Accounts executive management teams
  • Manage high profile National Accounts and mutual relationships with Henry Schein Dental and vendors
  • Take the lead for assigned accounts in all aspects with direct contact with C-Level leadership
  • Anticipate customer needs and proactively address them throughout the customer relationship
  • Responsible for the customer’s overall business health in relationship to Henry Schein One
  • Continual customer consultation by successfully leveraging provided tools, resources, products and make strategic recommendation to help customer be successful
  • Facilitate business review meetings, onsite visits, business discoveries, and customer interactions with internal teams & resources
  • Predict and forecast risk, renewal, and expansion of the Henry Schein One product foot print
  • Be aware of industry and regional issue that could impact customers
  • Collaborate with Sales team and Services team to ensure effective execution of customers’ and Henry Schein One strategies
  • Meet and exceed quarterly targets or other targets defined by the business
  • Other special projects and duties

MINIMUM WORK EXPERIENCE:

Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent preferred. May hold two or more industry certifications.

GENERAL SKILLS & COMPETENCIES:

  • Ability to maintain a high level professionalism in stressful situations
  • Excellent understanding of industry practices
  • Strong proficiency with tools, systems, and procedures
  • Excellent planning/organizational skills and techniques
  • Excellent independent decision making, analysis and problem solving skills
  • Outstanding verbal and written communication skills
  • Excellent presentation and public speaking skills
  • Excellent interpersonal skills
  • Excellent conflict resolution skills and ability to deliver difficult messages
  • Ability to build partnerships at all levels within the company
  • Good negotiating skills
  • Resolve complex issues in effective ways
  • Project management, consultative skills and ability to manage a budget
  • Specialist in multiple technical and/or business skills
  • Ability to cultivate and develop lasting internal and external customer relations

SPECIFIC KNOWLEDGE & SKILLS:

  • 10 years dental experience, preferably in the software training/business consulting space
  • Proven experience working/communicating to C-Level management
  • Deep understanding of the business of dentistry as it relates to Dental Service Organizations industry with its respective opportunities, benefits, and challenges. This could include knowledge on software and technology, and applicable business processes and cycles, among other things
  • Experience training or consulting Dentrix Enterprise and/or Dentrix Ascend software solutions a preferred
  • Ability to perform a strategic discovery with customers, to uncover their business objectives, articulate the Henry Schein One value proposition around achieving those objectives, and then build a plan to achieve those outcomes
  • Deep understanding of a successful customer success business model
  • Experience using a Customer Success Platform Preferred

FULL-TIME BENEFITS AVAILABLE:

  • Earn generous PTO (Paid Time Off)
  • Seven Company Paid holidays
  • Competitive Medical, Dental, and Vision benefits
  • 401K with competitive company match
  • Flexible Spending Account (FSA)
  • Life Insurance, Short and Long Term Disability, AD&D

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.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers.

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