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Client Success Specialist

2 months ago

GondrecourtleChâteau, Grand Est, United States Patterson Dental Full time
Position Overview
The Customer Success Manager serves as the primary post-sale liaison for clients utilizing a practice management solution.

This role entails overseeing the complete customer onboarding journey from initiation to completion, while effectively collaborating with various departments throughout the software transition.

This project management role is crucial for organizing logistics and identifying essential requirements from dental practices to ensure proper scheduling and alignment of expectations for the seamless installation of new software, login procedures, data mapping, backup retrieval, evaluation review, conversion delivery, training, and eServices setup.

The Customer Success Manager is tasked with developing and executing the onboarding project strategy, establishing expectations and timelines with clients, coordinating and guiding all cross-functional teams, and ensuring client satisfaction and success in the implementation and adoption of new practice management software.

Key Responsibilities

Deliver a comprehensive customer experience through customer journey mapping, project management, and coordination that aligns to ensure successful onboarding, alleviates unwanted challenges, and enhances customer satisfaction.

Manage the operational relationship and entire post-sales onboarding process for clients, ensuring that industry best practices and methodologies are consistently defined, communicated, and implemented.

Create detailed, effective, and efficient project plans that outline specific tasks, deadlines, and task assignments, incorporating scalable and repeatable processes, and best practices to ensure that multiple office locations can be onboarded in line with strategic business objectives.

Direct, facilitate, and monitor the progress of the client's software onboarding, including initial provisioning, conversion, hardware requirements, staff support, and initial training, while proactively addressing technical and administrative activities necessary to resolve challenges and optimize performance.

Collaborate with internal resources to perform required troubleshooting and develop corrective action plans to address issues that arise during onboarding activities.

Analytical Skills

Efficiently assess customer issues and provide logical solutions. Utilize independent judgment and experience to identify risk areas, escalate as necessary, develop risk mitigation strategies, and implement actions for identified risks.

Prepare and deliver regular performance and project status updates to client executives and key stakeholders, ensuring they are informed of activities, progress, timelines, additional resource investments, and that the project continues to meet onboarding objectives.

Communication Skills

Exhibit exceptional communication skills that reinforce your role as the product, industry, and customer expert in assisting clients with the successful implementation of their software solution, recognizing their ROI, and solidifying their relationship with Patterson.

Foster strong internal and cross-functional relationships to ensure clients receive the highest level of service and a superior customer experience.

Additional Responsibilities
Complete other assigned tasks and projects as necessary to meet business needs.
Qualifications
Bachelor's Degree or equivalent experience.
Demonstrates excellent communication skills, with exceptional verbal, written, and active listening abilities.
Ability to present and effectively communicate with executive-level leadership and clients.
Experience in customer service, de-escalating customer concerns, and fostering customer loyalty through effective issue resolution.
Consistently maintains a positive attitude and respects high-quality standards.
Takes accountability and leads with integrity.
Strong organizational skills and meticulous attention to detail.
Advanced time management skills with the ability to manage and prioritize multiple projects simultaneously.
Self-motivated with a strong desire to succeed.
Highly proficient in computer, internet, and Microsoft Office applications.
Thrives in a dynamic, high-activity environment.
Preferred Qualifications
2+ years of experience in customer service or account management.
2+ years of project management experience.
Familiarity with Patterson Dental software offerings and competitive landscape.
Travel Requirements
This position requires minimal travel (10%) as necessary.
Patterson is an Equal Opportunity Employer. As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status.