Curve Dental
Customer Success & Retention Account Manager
Curve Dental, Alpharetta, Georgia, United States, 30239
Customer Success & Retention Account Manager
Join to apply for the
Customer Success & Retention Account Manager
role at Curve Dental Overview
Customer Success & Retention Account Manager role at Curve Dental. 2 days ago Be among the first 25 applicants. Responsibilities
Maintain reporting mechanisms for spotting activity that indicate upcoming attrition for clients. Plan of action to handle these customers and stem termination. Continual follow up with offices that are marked at risk with the goal of retaining the client as a customer. Complete termination actions including but not limited to 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, in order to track which modules are adopted by clients, along with reasoning why others are not, 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. Responsible for Ownership Transfer activities from selling client to purchasing client. Activities include receiving appropriate documentation, sending and receiving signed agreements from new owners and providing tasks to departments that participate in transfer activities. Assist with updating credit card information on file for customers when necessary. Effectively communicate with clients any upcoming pricing changes to their subscription (including text message overage), with an effort to underscore the value delivered and reduce potential termination. Assist with retention efforts for clients who change ownership or have staff turnover. Maintain a plan of action for customer issues that are reported during retention calls including ticket creation, customer service, implementation, training and management action. Requires frequent follow-up with internal teams and client as well as a written communication to Support regarding risk of client. Track outcomes of Customer Success engagements, including but not limited to: churn/downgrade prevention, customers returning, upsell opportunities generated, product adoption increases. Assist any member of the Customer Success Team with any other administration tasks. Other duties as assigned that contribute to the success of the company. Additional Responsibilities
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments. 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
An understanding of common industry standard business practices as related to the 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 Seniority level
Entry level Employment type
Full-time Job function
Sales and Business Development Industries
Software Development
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Join to apply for the
Customer Success & Retention Account Manager
role at Curve Dental Overview
Customer Success & Retention Account Manager role at Curve Dental. 2 days ago Be among the first 25 applicants. Responsibilities
Maintain reporting mechanisms for spotting activity that indicate upcoming attrition for clients. Plan of action to handle these customers and stem termination. Continual follow up with offices that are marked at risk with the goal of retaining the client as a customer. Complete termination actions including but not limited to 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, in order to track which modules are adopted by clients, along with reasoning why others are not, 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. Responsible for Ownership Transfer activities from selling client to purchasing client. Activities include receiving appropriate documentation, sending and receiving signed agreements from new owners and providing tasks to departments that participate in transfer activities. Assist with updating credit card information on file for customers when necessary. Effectively communicate with clients any upcoming pricing changes to their subscription (including text message overage), with an effort to underscore the value delivered and reduce potential termination. Assist with retention efforts for clients who change ownership or have staff turnover. Maintain a plan of action for customer issues that are reported during retention calls including ticket creation, customer service, implementation, training and management action. Requires frequent follow-up with internal teams and client as well as a written communication to Support regarding risk of client. Track outcomes of Customer Success engagements, including but not limited to: churn/downgrade prevention, customers returning, upsell opportunities generated, product adoption increases. Assist any member of the Customer Success Team with any other administration tasks. Other duties as assigned that contribute to the success of the company. Additional Responsibilities
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments. 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
An understanding of common industry standard business practices as related to the 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 Seniority level
Entry level Employment type
Full-time Job function
Sales and Business Development Industries
Software Development
#J-18808-Ljbffr