Associate Manager, Customer Success

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🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $90k - $115k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Henry Schein

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1932

🏥 Healthcare

🍽️ Food & Beverage

🏭 Manufacturing

Healthcare • Food & Beverage • Manufacturing

Henry Schein is a global company dedicated to servicing a range of medical and dental providers. It offers a comprehensive portfolio of products and solutions, including practice management software, large equipment, and technology services. Founded in 1932, Henry Schein has established itself as a leader in healthcare products and services, with a commitment to improving health and increasing access to care through strategic growth and innovation across its global operations.

📋 Description

• Manage the day-to-day operations of a customer success team serving dental solo and small group customer segments • Develop and reinforce scalable best practices and streamline processes • Mentor and develop new Customer Success Managers • Drive customer retention, NPS, and product adoption goals • Manage customer and internal escalations to ensure timely, quality resolutions • Collaborate with sales, product management, services, and support • Identify and drive opportunities to improve team efficiency and quality • Build relationships, understand organizational complexities, and manage conflict • Track delivery and quality metrics • Provide visibility into day-to-day performance and customer satisfaction • Assist with strategy development using customer success platform data • Improve transparency into customer experience and account health • Keep the team current on changes to offerings, processes, and relationships

🎯 Requirements

• Typically, a bachelor’s degree or global equivalent in a related discipline • Previous leadership experience • Achieved or exceeded retention goals in prior roles • Strong management skills and ability to attract, retain, motivate, and develop team members for high performance • Excellent verbal and written communication skills and ability to resolve disputes effectively • Strong presentation and public speaking skills • Strong decision-making, analysis, and problem-solving skills with ability to multitask • Ability to understand and act on financial information contributing to business profitability • Ability to manage successful projects, including risks, costs, time, and completion • Ability to lead teams to achieve company goals effectively • Strong planning and organizational skills and techniques • Effective communication with management • Good negotiating skills • Broad professional and managerial skills with an understanding of industry practices and company policies and procedures • Master’s degree or global equivalent is a plus • Previously managed a large customer base of 100+ accounts • Customer Success Platform experience (Gainsight, Totango, etc.) preferred • 7+ years of Customer Success or account management experience • 7+ years of in-office dental practice experience • Travel typically less than 10%

🏖️ Benefits

• Bonus target • Health coverage • Retirement savings with company match • Paid time off (PTO) • Paid parental leave • Wellbeing resources • Education support • Medical, Dental and Vision Coverage • 401K Plan with Company Match • Short Term Disability • Work Life Assistance Program • Health Savings and Flexible Spending Accounts • Education Benefits • Worldwide Scholarship Program • Volunteer Opportunities