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Client Relationship Manager I

2 months ago

Tallahassee, United States Henry Schein Full time
Overview of the Role

This position serves as the primary resource for our valued clients, focusing on the overall customer strategy within the organization.

Key Responsibilities
  • Enhance the client relationship established during the sales process by understanding their objectives, requirements, and initiatives, while delivering value in every interaction.
  • Act as the main point of contact for clients, coordinating with other teams as necessary to ensure outstanding service.
  • Facilitate a smooth onboarding process for clients to ensure quick realization of value from their purchases.
  • Identify opportunities to boost product adoption and utilization, while also advocating for professional service options.
  • Guide clients through the renewal process effectively.
  • Engage with clients who have experienced measurable success and encourage them to share their success stories.
  • Maintain accurate records and data in the CRM system.
  • Stay informed about all assigned clients, including opportunities, current challenges, and renewal likelihood.
  • Develop a comprehensive understanding of the dental industry and regional factors that may affect clients in the assigned territory.
  • Assist in resolving customer escalations efficiently.
Required Skills and Experience
  • Continuously enhance skills as a customer success professional and share best practices with the team.
  • Experience in dental practice management or office operations is preferred.
  • Proficient in Microsoft Office Suite (PowerPoint, Excel, Word) and MS Exchange.
  • Exceptional written and verbal communication abilities.
  • Prior experience managing a substantial customer base, ideally over 50 accounts.
  • Familiarity with CRM systems for tracking customer data.
  • Experience in conducting regular business or account reviews.
  • History of achieving or surpassing sales and retention targets.
  • Background in leading cross-functional teams on customer-facing initiatives.
  • Adept at building strong customer relationships over the phone.
  • Strong negotiation skills related to both sales and product adoption.
  • Ability to balance proactive and reactive tasks while adjusting priorities as needed.
  • Exhibit sound judgment in handling customer escalations.
  • Adhere to the highest standards of business ethics.
General Skills & Competencies
  • Effective management skills with the ability to inspire teams.
  • Strong verbal and written communication skills with a knack for resolving disputes.
  • Good presentation and public speaking capabilities.
  • Strong decision-making, analytical, and problem-solving skills with the ability to multitask.
  • Ability to learn relevant computer systems and other necessary business competencies.
  • Understand financial data that impacts the department.
  • Ability to plan and coordinate successful projects.
  • Communicate effectively with team members.
Minimum Work Experience

Typically requires four or more years of related support experience, with three or more years in a management role. Experience in customer success management or account management is preferred, particularly in a Software as a Service (SaaS) or IT Managed Services environment.

Preferred Education

A Bachelor's Degree or equivalent in a related field is typically preferred.

Travel / Physical Demands

Travel is generally less than 10%. The role is office-based with no special physical demands required.

Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees based on race, color, religion, creed, national origin, ancestry, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.