Account Manager

3 weeks ago


Kissimmee, United States CareStack Full time

Position and Objective

The Account Manager will play a vital role in CareStack's transformation to expand multi-product and service offerings. To achieve objectives of reducing churn, up-selling and cross-selling adjacencies, and generating referrals. Having great client rapport with deep relationships to grow the business successfully and maintain a positive brand image. The Account Management team will focus on the following strategies:

  • Customer-Centric approach
  • Data-Driven Insights
  • Proactive Engagement
  • Cross-Functional Collaboration
  • Continuous Improvement
  • Enhance Customer Retention through Exceptional Customer Service
  • Upsell and Cross-Sell CS Adjacencies
  • Foster Customer Advocacy for Referral Generation
  • Drive greater adoption of Carestack in the practice

Specific Duties

  • Relationship Management: Develop strong relationships with DSO customers, acting as the main point of contact for their needs. Understand their business objectives and challenges to better support them.
  • Customer Success and Adoption: Ensure DSO customers achieve their desired outcomes and successfully adopt and utilize CareStack. Provide guidance on best practices and strategies to maximize the value they receive from the service.
  • Issue Resolution: Mediate between the customer and internal teams (e.g., product, support, and technical teams) to find resolutions promptly and handle escalated issues.
  • Upsell and Cross-Sell Adjacencies: Identify opportunities for upselling and cross-selling adjacencies that align with customer needs. Facilitate connections between the customer and departments when their services are needed.
  • Customer Advocacy: Serve as a customer advocate within the company. Share customer feedback, insights, and success stories with internal teams to inform product improvements and overall business strategies.
  • Customer Health Monitoring: Work in tandem with the Data Analyst Team by regularly assessing the health of customer accounts. The Data Analyst Team will analyze key performance indicators (KPIs) such as product usage, customer satisfaction [NPS], and retention rates.
  • Account Reviews and Reporting: Conduct monthly account review meetings with customers to evaluate their progress, discuss challenges, and align on future goals. Provide periodic reports on account health and performance to the customer and internal stakeholders.
  • Customer Training and Education: The CA will refer the customer to the Training team if there is a need to be re-trained in certain modules. And provide them with educational resources to help customers fully understand and leverage CareStack's capabilities.
  • Customer Feedback Collection: Actively seek and collect customer feedback to understand their evolving needs, pain points, and feature requests. Share this feedback with the product and development teams to contribute to product improvements.
  • Customer Churn Management: Identify potential signs of customer dissatisfaction or churn risks and take proactive measures to mitigate them. Implement retention strategies to improve customer loyalty and reduce churn rates.
  • Market Awareness: Stay informed about industry trends, competitor activities, and market changes that may impact CareStack’s customer satisfaction and account health.
  • Cross-Functional Collaboration: Collaborate with various internal teams, including sales, marketing, product, and support, to ensure a seamless customer experience and alignment in achieving company objective.

Qualifications and Experience

The ideal candidate will have substantial work experience in Dental Operations Management and customer service. Saas experience is a plus.

The ideal candidate will also demonstrate superior communication skills as well as the ability to interact effectively across a multi-disciplinary work group, maintaining composure, confidence and professionalism in all interactions.

About Us

CareStack™ is a powerful SaaS based practice management system on the cloud for enterprise dental organizations. CareStack™ empowers large dental groups as an all-in-one solution to increase productivity, minimize costs and improve dental care, by combining dental practice management, patient engagement, practice marketing and data analytics. CareStack is rewriting the rules of what an intelligent solution should look like for healthcare management.

We are constantly seeking to engage with passionate people with a high degree of personal accountability and an intense passion for building healthcare solutions that make a global impact.

Job Type: Full-time

Benefits:

  • Dental insurance
  • Health insurance

Schedule:

  • Monday to Friday

Experience:

  • Dental: 3 years (Required)

Work Location: In person


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