Curve Dental
Customer Success & Retention Account Manager
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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 that are at risk with the goal of retaining the client as a customer.
Complete termination actions including attending phone calls, creating termination tasks, reporting and coordinating associated actions.
Develop relationships with assigned customers, working to ensure a high level of platform adoption and satisfaction.
Develop and maintain a client adoption checklist to track module adoption and reasons for non-adoption, while facilitating a plan to increase product adoption.
Identify potential upsell opportunities and engage with sales when appropriate to educate clients on these upgrade opportunities.
Manage Ownership Transfer activities from selling client to purchasing client, including receiving documentation, handling signed agreements, and coordinating tasks with involved departments.
Assist with updating credit card information on file for customers when necessary.
Effectively communicate upcoming pricing changes to subscribers (including text message overage), highlighting value delivered to reduce potential termination.
Assist with retention efforts for clients who experience ownership changes or staff turnover.
Maintain a plan of action for customer issues reported during retention calls, including ticket creation, customer service, implementation, training, and management action, with frequent follow-up with internal teams and the client.
Track outcomes of Customer Success engagements, including churn/downgrade prevention, customer returns, upsell opportunities, and product adoption increases.
Assist other members of the Customer Success Team with administrative tasks and perform other duties as assigned to contribute to the company’s success.
Qualifications Education
High School diploma or equivalent
Experience
A minimum of 1 year of previous customer success, training, call center, or technical support experience
Experience as a customer success/retention account manager in dental software is highly desirable
Experience working in a dental practice office or experience using and/or supporting accounting/billing applications is 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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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 that are at risk with the goal of retaining the client as a customer.
Complete termination actions including attending phone calls, creating termination tasks, reporting and coordinating associated actions.
Develop relationships with assigned customers, working to ensure a high level of platform adoption and satisfaction.
Develop and maintain a client adoption checklist to track module adoption and reasons for non-adoption, while facilitating a plan to increase product adoption.
Identify potential upsell opportunities and engage with sales when appropriate to educate clients on these upgrade opportunities.
Manage Ownership Transfer activities from selling client to purchasing client, including receiving documentation, handling signed agreements, and coordinating tasks with involved departments.
Assist with updating credit card information on file for customers when necessary.
Effectively communicate upcoming pricing changes to subscribers (including text message overage), highlighting value delivered to reduce potential termination.
Assist with retention efforts for clients who experience ownership changes or staff turnover.
Maintain a plan of action for customer issues reported during retention calls, including ticket creation, customer service, implementation, training, and management action, with frequent follow-up with internal teams and the client.
Track outcomes of Customer Success engagements, including churn/downgrade prevention, customer returns, upsell opportunities, and product adoption increases.
Assist other members of the Customer Success Team with administrative tasks and perform other duties as assigned to contribute to the company’s success.
Qualifications Education
High School diploma or equivalent
Experience
A minimum of 1 year of previous customer success, training, call center, or technical support experience
Experience as a customer success/retention account manager in dental software is highly desirable
Experience working in a dental practice office or experience using and/or supporting accounting/billing applications is 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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