Customer Success Specialist
Henry Schein One
969 reviews
Dallas, TX 75251
Full-time
Henry Schein One
969 reviews
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Job details
Job Type
Full-time
Full Job Description Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one.
When technology connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.
If you are looking for a growing career that makes a difference, come be part of our team today!
Purpose: To deliver exceptional service and satisfaction to existing and new clients of the organization by providing impeccable training experiences and support interactions. This team member has the responsibility of supporting new and existing clients as they learn and utilize the platform to help themselves and their dental organization to grow by utilizing analytical data and discovering practice insights. The client experience and successful implementation of Jarvis is the core of our business.
Core Essential Functions:
• Successfully facilitate the Onboarding and Handoff process for new clients within the targeted number of days
• Manage the Support ticketing system to ensure client needs are met on a timely basis, assigning and following up on client requests within established SLAs
• Conduct Customer Success meetings per the organization policy utilizing the standard agenda and process, proactively engaging the client and ensuring healthy utilization
• Understand the customer’s temperature and NPS at every interaction, implementing the necessary steps in order to improve the customer experience and drive customer retention
• Provide support and direction for training needs, including providing subject matter expertise, content development and reference materials
Additional Requirements:
• Partner with platform users to gather, interpret, and translate their business needs to other members of the organization
• Capture a clear, initial understanding of requests made by the client for customizations in order to communicate these to the Director of Product Knowledge and Development Team
• Measure and proactively identify improved ways to successfully implement Jarvis within respective organizations
• Own and document all customer interactions, with the exception of Presales activities, be the primary source of anything customer related (Document relates to sufficiently documenting meeting notes, meeting recordings as well as Support tickets)
• Always observe, ask and challenge with the goal to improve Jarvis and the customer experience for everyone
• Ability to clearly articulate domain knowledge and expertise; being able to deliver information in a knowledgeable manner relative to their platform in an assertive and confident manner
Knowledge/Skills/Abilities:
• In-depth understanding of dental practice management, dental definitions and utilizing related analytics
• Ability to develop and sustain strong business relationships
• Outstanding communication skills (oral, written, presentation)
• Strong analytical and problem solving skills, with strict attention to accuracy and detail, and the ability to evolve data into knowledge
• A passion for helping customers achieve their goals and objectives
• Ability to navigate possible client frustrations and objections
• Education / Experience:
• Bachelor's Degree preferred
• 3+ years of applicable dental practice experience
• Experience in 2-3 various dental practice management systems preferred
• Technical experience a plus
Jarvis is an enterprise platform that provides access to comprehensive aggregate data in real-time and offers customizable reports without impacting the individual practice. We designed Jarvis in a way that it is Practice Management System (PMS) agnostic. Whether you are running on one unified platform or many, Jarvis will seamlessly integrate with all of them and work in the background.
BENEFITS:
• Competitive Medical, Dental, Vision, Life Insurance 401K Disability and other voluntary benefits
• 3 weeks PTO
• 7 paid Company holidays
• Training, career development and advancement opportunities
• Beautiful office space on the intersection of I-635 and I-75
• Diversity Inclusion Employee Resource Groups
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
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