Curve Dental
Overview
Flex Dental focuses on simplifying the lives of dentists and their staff. We work exclusively with Open Dental to create a comprehensive solution, delivering innovative tools and services that streamline dental practice management. We are developing cutting-edge solutions for dentists and fostering a great workplace culture for our team. The Customer Success/Retention Account Manager acts as the individual responsible to ensure that identified at risk accounts receive the highest level of support possible, to help them make informed decisions for their practice. The goal is to maintain high customer satisfaction, retain potential churn customers, and assist in smooth offboarding if necessary. Job goal: The Customer Success Manager will manage multiple projects at one time; time management is critical. Job Responsibilities
Maintain reporting mechanisms for spotting activity that indicates upcoming attrition for clients. Plan actions to handle these customers and stem termination. Continual follow up with offices marked at risk with the goal of retaining the client. Complete termination actions including participating in calls, creating termination tasks, reporting and coordinating related actions. Develop relationships with assigned customers to ensure a high level of platform adoption and satisfaction. Develop and maintain a client adoption checklist to track modules adopted by clients and reasons others are not, while facilitating a plan to increase product adoption. Identify potential upsell opportunities and engage with sales to educate clients on these upgrades when appropriate. Own ownership transfer activities from selling client to purchasing client, including receiving documentation, obtaining signed agreements, and providing tasks to participating departments. Assist with updating credit card information on file for customers when necessary. Communicate upcoming pricing changes to subscriptions (including text message overage) to clients, underscoring value delivered and reducing potential termination. Assist with retention for clients who change ownership or experience staff turnover. Maintain a plan of action for customer issues reported during retention calls, including ticket creation, customer service, implementation, training, and management actions; frequent follow-up with internal teams and client; provide written risk communication to Support. Track outcomes of Customer Success engagements (e.g., churn/downgrade prevention, upsell opportunities, product adoption increases). Assist any member of the Customer Success Team with other administrative tasks. Other duties as assigned that contribute to the company’s success. Additional Responsibilities
Meet company standards for quantity and quality of work, complying with all Company policies and procedures. Adhere to Company policies, procedures, and directives regarding workplace behavior. Job Qualifications
Education
High School diploma or equivalent Experience
A minimum of 1 year previous customer success, training, call center or technical support experience Experience as a customer success/retention account manager in dental software highly desirable Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred Knowledge And Skills
Understanding of common industry-standard business practices related to dental or medical professions Experience with software in a SaaS environment is an asset Experience with Salesforce, JIRA, Windows (7 or higher) and Mac OS (Yosemite or higher) is an asset Excellent verbal and written communication skills, particularly phone and email correspondence Basic knowledge of computer hardware, database structure and network troubleshooting
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Flex Dental focuses on simplifying the lives of dentists and their staff. We work exclusively with Open Dental to create a comprehensive solution, delivering innovative tools and services that streamline dental practice management. We are developing cutting-edge solutions for dentists and fostering a great workplace culture for our team. The Customer Success/Retention Account Manager acts as the individual responsible to ensure that identified at risk accounts receive the highest level of support possible, to help them make informed decisions for their practice. The goal is to maintain high customer satisfaction, retain potential churn customers, and assist in smooth offboarding if necessary. Job goal: The Customer Success Manager will manage multiple projects at one time; time management is critical. Job Responsibilities
Maintain reporting mechanisms for spotting activity that indicates upcoming attrition for clients. Plan actions to handle these customers and stem termination. Continual follow up with offices marked at risk with the goal of retaining the client. Complete termination actions including participating in calls, creating termination tasks, reporting and coordinating related actions. Develop relationships with assigned customers to ensure a high level of platform adoption and satisfaction. Develop and maintain a client adoption checklist to track modules adopted by clients and reasons others are not, while facilitating a plan to increase product adoption. Identify potential upsell opportunities and engage with sales to educate clients on these upgrades when appropriate. Own ownership transfer activities from selling client to purchasing client, including receiving documentation, obtaining signed agreements, and providing tasks to participating departments. Assist with updating credit card information on file for customers when necessary. Communicate upcoming pricing changes to subscriptions (including text message overage) to clients, underscoring value delivered and reducing potential termination. Assist with retention for clients who change ownership or experience staff turnover. Maintain a plan of action for customer issues reported during retention calls, including ticket creation, customer service, implementation, training, and management actions; frequent follow-up with internal teams and client; provide written risk communication to Support. Track outcomes of Customer Success engagements (e.g., churn/downgrade prevention, upsell opportunities, product adoption increases). Assist any member of the Customer Success Team with other administrative tasks. Other duties as assigned that contribute to the company’s success. Additional Responsibilities
Meet company standards for quantity and quality of work, complying with all Company policies and procedures. Adhere to Company policies, procedures, and directives regarding workplace behavior. Job Qualifications
Education
High School diploma or equivalent Experience
A minimum of 1 year previous customer success, training, call center or technical support experience Experience as a customer success/retention account manager in dental software highly desirable Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred Knowledge And Skills
Understanding of common industry-standard business practices related to dental or medical professions Experience with software in a SaaS environment is an asset Experience with Salesforce, JIRA, Windows (7 or higher) and Mac OS (Yosemite or higher) is an asset Excellent verbal and written communication skills, particularly phone and email correspondence Basic knowledge of computer hardware, database structure and network troubleshooting
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