Client Success Specialist

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. These cutting-edge capabilities are utilized by clinicians, practice owners, laboratories, and insurers to improve the efficiency, precision, and consistency of dental care on a worldwide scale.

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 nurturing and sustaining robust relationships within dental practice accounts, ensuring high levels of customer satisfaction and recognition of return on investment (ROI), which in turn fosters strong renewals and growth opportunities.

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

Key Responsibilities
  • Develop and maintain relationships with assigned clients, assisting them with their inquiries, and consistently delighting them with a positive, customer-centric approach.
  • Guide clients in effectively utilizing Pearl's suite of tools to maximize value from our services.
  • Become proficient in Pearl's provider-focused product offerings and educate clients on their usage and benefits.
  • Conduct basic to intermediate troubleshooting for all Pearl products and services as required.
  • Continuously enhance technical product knowledge to maintain proficiency.
  • Collaborate with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and address any client issues.
  • Act as a customer advocate by capturing feedback and reporting requests to Product Management and Development.
  • Efficiently manage time and focus to fulfill all activities essential to ensuring customer satisfaction, account renewal, and growth.
  • Maintain customer data, including contacts, account health, significant events, and detailed notes in relevant systems.
  • Work with leadership to drive cross-functional initiatives that enhance the overall customer experience, leading to increased satisfaction and loyalty.
What You'll Need to Succeed
  • 2-3 years of experience in customer success or solutions consulting.
  • 2+ years of experience working in or with dental practices.
  • Ability to interpret 2D dental radiography.
  • Capability to thrive in a fast-paced, dynamic environment.
  • Strong multitasking abilities and management of various tasks simultaneously.
  • Excellent written and verbal communication skills.
  • Intermediate computer skills, including proficiency with browsers, spreadsheets, and text documents.
  • Problem-solving skills to address customer issues effectively.
  • Ability to manage a pipeline of tasks and complete them in a timely manner.
  • Demonstrated excellence in customer service.
  • Availability to work 40 hours a week and maintain full-time status.
What We Offer
  • Competitive benefits and compensation packages.
  • Ongoing training and development opportunities.
  • Flexible paid time off.
  • Remote work options.

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