Customer Engagement Lead

2 weeks ago


Salt Lake, Utah, United States Pearl Full time
About Pearl

Pearl is at the forefront of revolutionizing dentistry through a comprehensive suite of AI-driven solutions aimed at enhancing the quality and care standards for patients globally.

Since our inception, we have developed FDA-cleared computer vision technologies for the analysis of both 2D and 3D dental images — setting the benchmark for efficiency, accuracy, and consistency in dental care across the industry.

Who We're Looking For
We are in search of a customer-focused, dynamic, and highly motivated individual to become a part of our Customer Success team.

The Customer Success Manager (CSM) plays a pivotal role in fostering and sustaining robust relationships within dental practice accounts, ensuring elevated levels of customer satisfaction and acknowledgment of return on investment, which leads to strong renewals and growth prospects.

The CSM collaborates closely with our clients alongside Sales, Customer Support, Product Management, and Finance teams to guarantee the successful delivery of our services.

Key Responsibilities:
  • Establish and nurture relationships with assigned clients, assisting them with challenges while consistently providing a positive, customer-focused experience.
  • Guide clients in effectively utilizing Pearl's array of tools and ensuring they derive value from our offerings.
  • Develop expertise in Pearl's provider-centric product suite and educate clients on the advantages and usage of our products.
  • Conduct basic to intermediate troubleshooting for all Pearl products and services as necessary.
  • Continuously enhance technical product knowledge to maintain proficiency.
  • Collaborate with Sales, Support, Billing, and other Technical teams to ensure an outstanding customer experience and address any client concerns.
  • Act as a customer advocate by gathering feedback and communicating requests to Product Management and Development.
  • Efficiently manage time and prioritize tasks to ensure the fulfillment of all activities essential to customer satisfaction, account renewal, and growth.
  • Maintain accurate customer data, including contacts, account health, significant events, and detailed notes in relevant systems.
  • Partner with leadership to drive cross-functional initiatives that enhance the overall customer experience, leading to increased satisfaction and loyalty.
Qualifications:
  • 2-3 years of experience in customer success or solutions consulting.
  • 2+ years of experience in or with dental practices.
  • Ability to interpret 2D dental radiographs.
  • Capability to thrive in a fast-paced, dynamic environment.
  • Proficient in multitasking and managing various tasks simultaneously.
  • Exceptional written and verbal communication skills.
  • Intermediate computer skills, including proficiency with browsers, spreadsheets, and text documents.
  • Strong problem-solving abilities for customer issues.
  • Ability to manage a pipeline of tasks and complete them promptly.
  • Demonstrated excellence in customer service.
  • Willingness to work full-time hours.
What We Offer:
  • Competitive benefits and compensation packages.
  • Ongoing training and development opportunities.
  • Flexible paid time off.
  • Remote work options.


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