Software Account Manager

Job Summary

The Account Manager is responsible for managing the post-sale customer lifecycle with a focus on customer satisfaction and retention in our fast-growing software business. This position will be accountable to improve customer engagement, retention, loyalty and satisfaction of both current and new customers. This person will be familiar with Patterson practice management software and aware of competitive products in the market as well as Patterson’s differentiators. The Account Manager must balance customer needs with company objectives and policies, leveraging expertise in customer relations and product mastery.   

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.

• Improve customer retention, resolve issues and expand business throughout the customer relationship lifecycle

• Implement streamlined processes to manage post sale activities, including a regular cadence of dynamic customer interactions and ongoing engagement with customers

• Effectively meet customer needs and build lasting customer relationships to drive customer satisfaction and loyalty

• Grow and enhance customer experience with Patterson software, including reinforcing the product value and differentiation from competitive offerings

• Take courses of action or develop customer solutions that appropriately consider available facts, constraints, competitive circumstances and probable consequences

• Demonstrates strong advisory and negotiation skills by effectively exploring alternatives to reach outcomes that gain the support and acceptance of all parties

• Maintain a high level of knowledge and expertise in Patterson’s Software Solution offerings, including understanding customer workflow and usability

• Act as a voice of the customer across the business

• Achieve target retention, activity, and customer satisfaction metrics

• Collaborate with internal Patterson teams to include sales, marketing, development and customer success to align priorities

Additional Functions

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

• Help guide and execute marketing strategies to increase retention, focusing on customer risk and other intelligence.

• Accurately log and report daily activities via applicable business systems

Required Qualifications

• 2+ years account management experience

• Bachelor’s Degree in sales, business or marketing, or equivalent experience

• Excellent communication skills with ability to quickly build rapport both over the phone and in-person

• Active listening skills with ability to effectively qualify customers, offer appropriate solutions, and overcome objections

• Strong attention to detail and excellent organizational skills

• High degree of professional and customer centric focus required

• Well-developed negotiation and consultative skills required

• Self-motivated

• Thrives in a high activity environment

• Ability to thrive in an environment with ambiguity

• Excels at having hard conversations while balancing the needs of the customer with the objectives of Patterson

Preferred Qualifications

• Experience selling, renewing, training, and/or supporting software in a B2B environment

• Dental or health industry experience

• Knowledge of Patterson Dental software offerings and vendor partnerships

This position requires occasional travel (25%)  in an national area.

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.