Customer Success Manager

JOB SUMMARY

The Customer Success Manager functions as the single-point of post-sale contact for a practice management solution customer. They will project manage the entire customer onboarding experience from initiation through closure, and efficiently coordinate with various departments throughout the software transition process.  This project management position is responsible for coordinating logistics and identifying key requirements from the dental practice to properly schedule and align expectations for seamlessly installing new software, log-in, data mapping, backup retrieval, evaluation review, conversion delivery, training, and eServices setup. The Customer Success Manager will be responsible for developing and executing the onboarding project plan, setting expectations and timelines with the customer, coordinating and directing all cross-functional teams, and ensuring customer satisfaction and success in implementing and adopting new practice management software.

ESSENTIAL FUNCTIONS

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position. 

• Execute the end-to-end customer experience through customer journey mapping, project management, and coordination that aligns to ensure successful customer onboarding, eliminates undesired pain points, and leads to a higher level of customer satisfaction.

• Own the operational relationship and entire post-sales onboarding process for our customers, ensuring industry best practices and methodologies are consistently defined, communicated, and deployed

• Create detailed, effective and efficient project plans that outline specific tasks that need to be accomplished, deadlines, and task assignments, and include scalable and repeatable processes, incorporating best practices, to ensure multi-office locations can be onboarded pursuant to strategic business targets.

• Direct, facilitate,  and monitor the progress of the customer’s software onboarding, including initial provisioning, conversion, hardware requirements, staff support, and initial training and pro-actively facilitate the technical and administrative activities required to resolve obstacles, impediments, and optimize performance.

• Coordinate with internal Patterson Technology Center and onsite Technical and Technology Advisor resources to perform the required troubleshooting and develop discipline and corrective action plans to resolve issues that arise during onboarding activities. 

• Efficiently analyze customer issues and provide logical solutions.  Utilize and leverage independent judgement and experience.  Identify areas of risk, escalate as appropriate, developing risk mitigation strategies and implement mitigation actions for the risks identified. 

• Prepare and provide regular performance and project status reports to customer executives and key stakeholders, to ensure their awareness of the activities, progress, timeline, additional resource investment, and that the project / activities continue to meet onboarding goals 

• Demonstrate excellent communication skills that reinforce your role as the product, industry and customer expert in helping customers successfully implement their software solution, recognize their ROI, and cement their relationship with Patterson.  

• Build strong internal and cross-functional relationships and rapport to ensure customers are receiving the highest level of service possible and receive a superior customer experience.

ADDITIONAL FUNCTIONS

In addition to the essential functions listed above, the incumbent may perform the following additional functions. 

• Completes other assigned tasks and projects as necessary to meet business needs.

REQUIRED QUALIFICATIONS

• Bachelor’s Degree or equivalent experience

• Demonstrates excellent communication skills, with exceptional verbal, written, and active listening skills.

• Ability to present and effectively communicate with executive level leadership and customers.

• Experience in customer service, de-escalating customer concerns, and driving customer loyalty through issue resolution

• Has a consistent positive attitude and respect for high quality standards

• Takes accountability and leads with integrity

• Strong organizational skills and high attention to detail

• Advanced time management skills with ability to manage and prioritize multiple projects at the same time.

• Must be self-motivated and have a desire to succeed

• Highly proficient computer, internet, and Microsoft Office skills

• Thrives in a high activity environment

PREFERRED QUALIFICATIONS

• 2+ years customer service or account management experience

• 2+ years project management experience

• Knowledge of Patterson Dental software offerings, competitive landscape, and Patterson Technology Center infrastructure

TRAVEL AND ON-CALL

• This position requires minimal travel (10%)  as necessary.  

PATTERSON IS AN EQUAL OPPORTUNITY EMPLOYER

As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences are what strengthen us and drive our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.