Digital Customer Success Manager

2 weeks ago

Newry, United Kingdom Straumann Group Full time
JOB DESCRIPTION

WE ARE STRAUMANN
Join us in our Dental Service Organization Unit (DSO) and become part of our EMEA DSO Team. The DSO Customer Success Manager (CSM) for PMS will enhance the service experience by providing guidance on how the practice can best utilize the CareStack™ software program. This service experience is based upon the financial outcomes of the client as well as other measures that occur within Practice Management Solutions. The Client Success Manager (CSM) provides regular feedback to the client on monthly Practice Roundup and/or Interim calls.

YOUR PROFILE 
• Bachelor’s degree in business administration, life sciences or equivalent
• Deep DSO background in an operational role as a regional director working for a large DSO
• PMS power user and experience / understanding of main UK PMS systems, like Dentally, Exact, etc. and overall IT software landscape in UK DSOs (e.g. analytics and CRM solutions)
• Ability to manage teams and work independently to support customer needs.
• Great customer service skills and deep degree of patience
• Ability to do stage presentations and create compelling white papers around data from customer journeys
• Strong service skills 
• Experience in working with a cross-functional or matrix environment
• Fluent English required, oral and written
• Dynamic, straight-forward and performance-driven professional with strong execution abilities, can-do attitude and customer focus
• Excellent communication and negotiation skills with ability to work in a multinational matrix organization 
• Convincing personality with stamina and perseverance
• Self-starter with ability to develop things, using previous experience, institutionalizing processes without giving up entrepreneurship 
• Passionate and creative team player with a strong sense of accountability

Role Mandate 
•  Relationship Management :
o Serve as the primary point of contact for assigned clients, building strong and lasting relationships based on trust and mutual success.
o Proactively engage with clients to understand their goals, challenges, and needs related to dental practice management, and offer tailored solutions and support.
• Retention and renewals
o Monitor client health and satisfaction levels, proactively addressing any issues or concerns to mitigate churn and identify opportunities for expansion within existing accounts.
o Client Onboarding and Training:
Lead the onboarding process for new clients, ensuring a smooth transition to our dental practice management software. Provide comprehensive training sessions to clients, both remotely and on-site when necessary, to ensure they fully understand the features and functionalities of our software.
• Customer advocacy : 
o Act as the voice of the customer within the company, advocating for client needs and feedback to relevant internal teams, including product development and support. Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products or services to existing clients based on their evolving needs.
 

Overall Tasks 
• Facilitates the onboarding of new practices, as needed, to acclimate those practices for success in using the CareStack™ software product.
• Serves as a key leader for onboarding meetings and checklist management.
• Facilitates and host monthly Practice Roundup and/or Interim calls where opportunities are present by showcasing the preferred method of DATA - OBSERVATIONS - RECOMMENDATIONS to their respective clients.
• Collate data, as needed, identifying opportunities for improvement, and make recommendations for improvement to enhance the client's success.
• Serve as an advisor on transitioning process / process recommendations from clients to transactional teams wherever necessary.
• Track all customer escalations and present those to respective teams to bring closure to those cases.
• Review and audit customer escalations to identify an opportunity to prevent future escalations of the same or similar variety.
• Proctor and enable transactional teams to answer usual customer questions wherever possible.
• Work collaboratively on processes where transactional teams need assistance to close incidents and specific issues, assuring completeness and quality as outcomes.
• Ensures customer success by driving growth and preventing churn
• Proactively engages with customer and ensures customer satisfaction
• Initiate on-boarding (where required internal and partner offerings)
• Initiates training (executed by application team and 3rd party partner)
• Share knowledge & best practices
• Collaborate with Expert Level support team
• Identify retention risks and up-sell opportunities with the input offering-specific usage patterns and digital behavior
• Ensure efficient renewal process (where required align with the appropriate stakeholders)
• Give insights to define and develop customer roadmaps


OUR OFFER :
• A creative, inspired and engaged team on a mission: #More than Creating Smiles, Restoring Confidence  
• The chance to create your footprint in the dental industry
• An informal, hands-on working environment with opportunities to grow - it's fun to work with us


Save
Equal Opportunity and Affirmative Action Employer (US applicants only)
Straumann Group is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national origin, age, veteran status, or disability unrelated to job requirements. Straumann Group will take affirmative action to ensure that qualified applicants are employed and that employees are treated without regard to their race, age, color, religion, sex, sexual orientation, gender identity, national origin, veteran and disability status. In compliance with U.S. Department of Labor Executive Order 11246, Section 503 of the Rehabilitation Act, and Section 4212 of the Vietnam Era Readjustment Assistance Act, Straumann Group has developed and maintains an affirmative action program and plan.

Get notified for similar jobs

Sign up to receive job alerts

Success Successfully subscribed for similar jobs You have already subscribed for this job Failure Failed to subscribed for similar jobs

Success

Successfully subscribed for similar jobs

Failure

Get tailored job recommendations based on your interests.

profile icon ${profileData.firstName ? profileData.firstName.substring(0,1) : ''} ${profileData.firstName.substring(0,1)}

Hi ${profileData.firstName ? profileData.firstName : 'User'}, you've got a

${widgetBundle[fit.name] | pht : jobJobMatchsData[eachJob['jobSeqNo']][fit.name].data}

Match score for this job is unavailable at this moment

${socialProvider} Connected ${socialProvider} Connected

Find out how well you match this job

RESUME UPLOADED

In order to process your resume and provide job recommendations you must agree to our privacy policy and terms of service I have read and accept the and Save my resume and contact me for jobs that I may be a fit for Please accept terms of use and policy.

Choose your path

Either use your resume or tell us a little about yourself

or

or

Sign me up for company updates failure icon

Oops invalid format...

Oops...

Please upload one of the following file formats: pdf, docx, txt

Something went wrong.

Please try to upload your resume again

${widgetBundle['resumeUploadedMessage'] | pht:{"resumeName": profileData.resumeName}}

Sorry Something went wrong, please try again in a few minutes

But we noticed below information is missing from it.
Please complete the following:

We noticed below information is missing from it.
Please complete the following:

${widgetBundle['resumeUploadedMessage'] | pht:{"resumeName": profileData.resumeName}}

Sign in and keep your data for future visits

We never post anything without your permission success icon

Great

Your file is successfully uploaded Enjoy your personalized jobs reset icon By resetting personalization
you will lose your personalized job recommendations
resume uploaded resume uploading ​​​​​​​​​​​​​​ Share This Opportunity

Profile recommendations

No recommendations found

Similar Jobs

Category Sales Posted Date 06/11/2024

Category Sales Posted Date 05/13/2024

Category Sales Posted Date 05/23/2024

Location Morbihan, France Category Sales Posted Date 05/14/2024

Category Sales Posted Date 05/29/2024

No recommendations found

Jobseekers Also Viewed

No recommendations found

  • Customer Success Associate

    3 weeks ago

    Newry, United Kingdom Riada Resourcing Full time

    **Customer Success Associate - Newry - Permanent** Are you ambitious to develop a long term career for yourself? Do digital experiences and the latest technology interest you? Our client are a leading insurance broker and have a new position available for an experienced Customer Service professional to join their team! - £Negotiable salary & benefits...

  • Customer Success Associate

    6 days ago

    Newry, United Kingdom Riada Resourcing Full time

    Customer Success Associate - Newry - PermanentAre you ambitious to develop a long term career for yourself? Do digital experiences and the latest technology interest you? Our client are a leading insurance broker and have a new position available for an experienced Customer Service professional to join their team- £Negotiable salary & benefits package...

  • Trainee Customer Success Advisor

    4 weeks ago

    Newry, United Kingdom Riada Resourcing Full time

    **Trainee Customer Success Associate - Newry - Permanent** - Monday to Friday - Hybrid working can be available after successful completion of training period - Permanent - Full, comprehensive training provided - Long term career opportunity **Duties**: - Manage inbound and outbound communications from and to customers across multiple channels - Process...

  • Digital Marketing Officer

    1 week ago

    Newry, United Kingdom S&W Wholesale Full time

    **Role**: Digital Marketing Officer **Location of Role**: Carnbane, Newry **Salary**: Officer Level **Rule Purpose**: Responsible for the creation and delivery of Digital Marketing content for Retail Marketing, supporting offline Marketing efforts online, driving awareness and engagement across website and social channels **Accountable to**: Brand...

  • Digital Marketing Officer

    1 week ago

    Newry, United Kingdom S&W Wholesale Full time

    **Role**: Digital Marketing Officer **Location of Role**: Carnbane, Newry **Salary**: Officer Level **Rule Purpose**: Responsible for the creation and delivery of Digital Marketing content for Retail Marketing, supporting offline Marketing efforts online, driving awareness and engagement across website and social channels **Accountable to**: Brand...

  • Digital Marketing Specialist

    3 weeks ago

    Newry, United Kingdom Kukoon Rugs Full time

    **4 Day Working Week, 6 months of the year! April through September!** **We are Kukoon Rugs!** Based in Newry, Co. Down and shipping to customers all across the World. Due to continued growth and expansion plans we are now recruiting for a **Digital Marketing Specialist** to join our digital team based in **Newry**. As Digital Marketing Specialist for...

  • Digital Marketing Officer

    1 week ago

    Newry, United Kingdom S&W Wholesale Ltd Full time

    **Role Description & Person Specification** **Role**: Digital Marketing Officer **Location of Role**: Carnbane, Newry **Salary**: Officer Level **Rule Purpose**: Responsible for the creation and delivery of Digital Marketing content for Retail Marketing, supporting offline Marketing efforts online, driving awareness and engagement across website and...

  • Digital Marketing Officer

    7 days ago

    Newry, United Kingdom S&W Wholesale Ltd Full time

    **Role**: Digital Marketing Officer **Location of Role**: Carnbane, Newry **Salary**: Officer Level **Rule Purpose**: Responsible for the creation and execution of Digital Marketing for Wholesale Marketing, supporting offline Marketing efforts online, driving awareness and engagement across website and social channels. **Accountable to**: Brand Marketing...

  • Senior Digital Content and Marketing Officer

    2 months ago

    Newry, United Kingdom S&W Wholesale Full time

    **Role**: Senior Digital Content and Marketing Officer **Location of Role**: Carnbane, Newry **Rule Purpose**: Responsible for the delivery of Digital Marketing content for both Retail and Wholesale Marketing, supporting offline Marketing and driving awareness and engagement across web and socials, as well as the creation and deployment of a range of...

  • Digital Marketing Specialist

    2 weeks ago

    Newry, United Kingdom Corvus People Full time

    **Calling all Digital Marketing Specialists!** Are you ready to take your career to the next level? We have a fantastic opportunity for a Digital Marketing Specialist to join a dynamic and growing eCommerce company that's changing the game in the retail industry! Results are what matter, and this company is looking for someone who's driven to deliver. You...

  • Senior Digital Content and Marketing Officer

    6 days ago

    Newry, United Kingdom S&W Wholesale Full time

    Role: Senior Digital Content and Marketing OfficerLocation of Role: Carnbane, NewryRule Purpose: Responsible for the delivery of Digital Marketing content for both Retail and Wholesale Marketing, supporting offline Marketing and driving awareness and engagement across web and socials, as well as the creation and deployment of a range of multimedia assets...

  • Customer Assistant

    1 week ago

    Newry, United Kingdom M&S Full time

    **Summary** Customer Assistant - Backstage - Newry 37.5 Hours Temporary **All the details** Customer Assistant - Backstage - Newry 37.5 Hours Temporary Week 1 Sun 08.00 - 16.00 Tues 08.00 - 16.00 Wed 13.00 - 22.00 Thurs 10.30 - 17.00 Fri 13.00 - 22.00 Week 2 Mon 09.30 - 16.00 Tues 08.00 - 16.00 Wed 13.00 - 22.00 Fri 13.00 - 22.00 Sat 12.00 -...

  • Customer Assistant

    2 months ago

    Newry, United Kingdom M&S Full time

    **Summary** Customer Assistant - Clothing & Home - Newry 37.5hrs temporary **All the details** Customer Assistant - Clothing & Home - Newry 37.5hrs temporary Week 1: Monday 10:00 - 19:00 Tuesday 07:00 - 16:00 Thursday 08:00 - 17:00 Friday 07:00 - 16:00 Saturday 11:00 - 15:45 Week 2: Sunday 13:00 - 17:00 Monday 08:00 - 17:30 Tuesday 07:00 -...

  • Customer Assistant

    3 weeks ago

    Newry, United Kingdom M&S Full time

    **Summary** Customer Assistant - Backstage - Newry 37.5hrs temporary **All the details** Customer Assistant - Backstage -Newry 37.5hrs temporary Week 1: Sunday 08:00 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:L00 Thursday 10:30 - 17:00 Friday 13:00 - 22:00 Week 2: Monday 09:30 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:00 Friday...

  • Customer Assistant

    23 hours ago

    Newry, United Kingdom M&S Full time

    **Summary** Customer Assistant - Clothing & Home - Newry 37.5hrs temporary **All the details** Customer Assistant - Clothing & Home - Newry 37.5hrs temporary Week 1: Monday 10:00 - 19:00 Tuesday 07:00 - 16:00 Thursday 08:00 - 17:00 Friday 07:00 - 16:00 Saturday 11:00 - 15:45 Week 2: Sunday 13:00 - 17:00 Monday 08:00 - 17:30 Tuesday 07:00 -...

  • Customer Assistant

    4 weeks ago

    Newry, United Kingdom M&S Full time

    **Key Accountabilities** Customer Assistant Cafe 8 Hours Temporary Purpose To deliver a great shopping experience for our customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver ‘best in town’ standards Serve and sell across...

  • Customer Assistant

    3 weeks ago

    Newry, United Kingdom Marks & Spencer Full time

    Customer Assistant** Cafe** 37.5 Hours Temporary Week 1 Mon 08.00 - 16.00 Wed 08.00 - 16.00 Thurs 10.00 - 18.00 Fri 08.00 - 16.00 Sat 09.00 - 17.00 Week 2 Mon 08.00 - 16.00 Tues 08.00 - 16.00 Wed 08.00 - 16.00 Thurs 10.00 - 18.00 Fri 10.00 - 18.00 **Purpose** - To deliver a great shopping experience for their customers, putting customers before...

  • Customer Assistant

    6 days ago

    Newry, United Kingdom Marks and Spencer Full time

    SummaryCustomer Assistant - Backstage - Newry 37.5hrs temporaryAll the detailsCustomer Assistant - Backstage -Newry 37.5hrs temporary Week 1: Sunday 08:00 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:L00 Thursday 10:30 - 17:00 Friday 13:00 - 22:00 Week 2: Monday 09:30 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:00 Friday 13:00 - 22:00 Saturday...

  • Customer Assistant

    3 weeks ago

    Newry, United Kingdom Marks and Spencer Full time

    SummaryCustomer Assistant - Backstage - Newry 37.5hrs temporaryAll the detailsCustomer Assistant - Backstage -Newry 37.5hrs temporary Week 1: Sunday 08:00 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:L00 Thursday 10:30 - 17:00 Friday 13:00 - 22:00 Week 2: Monday 09:30 - 16:00 Tuesday 08:00 - 16:00 Wednesday 13:00 - 22:00 Friday 13:00 - 22:00 Saturday...

  • Customer Assistant

    6 days ago

    Newry, United Kingdom M&S Full time

    Key AccountabilitiesCustomer Assistant Cafe 8 Hours TemporaryPurposeTo deliver a great shopping experience for our customers, putting customers before task every time Champion new ways of working within stores through an open mindset and positive attitude Complete tasks and processes that deliver 'best in town' standards Serve and sell across all channels...