Customer Success & Retention Account Manager

The Customer Success/Retention Account Manager acts as the individual responsible to ensure that identified at risk accounts receive the highest level of support from our team possible, in order to ensure they are making an informed decision on the best path forward for their practice. The ultimate goal is to maintain the highest degree of customer satisfaction, which includes efforts to retain potential churn customers, while also documenting and assisting in their smooth offboarding if necessary. Maintaining current customer relationships is a critical job duty.

JOB GOAL

The Customer Success Manager will manage multiple projects at one time. Time management is critical.

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

1. Maintain reporting mechanisms for spotting activity that indicate upcoming attrition for clients. Plan of action to handle these customers and stem termination. Continual follow up with offices that are marked at risk with the goal of retaining the client as a customer.
2. Complete termination actions including but not limited to attending phone calls, creating termination tasks, reporting and coordinating associated actions.
3. Develop relationships with assigned customers, working to ensure a high level of platform adoption and satisfaction.
4. Develop and maintain a client adoption checklist, in order to track which modules are adopted by clients, along with reasoning why others are not, while facilitating a plan to increase product adoption.
5. Identifying potential upsell opportunities and engaging with sales, when appropriate, to educate clients on these upgrade opportunities.
6. Responsible for Ownership Transfer activities from selling client to purchasing client. Activities include receiving appropriate documentation, sending and receiving signed agreements from new owners and providing tasks to departments that participate in transfer activities.
7. Assist with updating credit card information on file for customers when necessary.
8. Effectively communicate with clients any upcoming pricing changes to their subscription (including text message overage), with an effort to underscore the value delivered and reduce potential termination.
9. Assist with retention efforts for clients who change ownership or have staff turnover.
10. Maintain a plan of action for customer issues that are reported during retention calls including ticket creation, customer service, implementation, training and management action. Requires frequent follow-up with internal teams and client as well as a written communication to Support regarding risk of client.
11. Track outcomes of Customer Success engagements, including but not limited to: churn/downgrade prevention, customers returning, upsell opportunities generated, product adoption increases.
12. Assist any member of the Customer Success Team with any other administration tasks.
13. Other duties as assigned that contribute to the success of the company.

ADDITIONAL RESPONSIBILITIES

1. Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
2. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 1 year previous customer success, training, call center or technical support experience
• Experience as a customer success/retention account manager in dental software highly desirable
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred

KNOWLEDGE AND SKILLS

• An understanding of common industry standard business practices as related to the dental or medical professions
• Experience with software in a SaaS environment is an asset
• Experience with SalesForce, JIRA, Windows (7 or higher) and Mac OS (Yosemite or higher) is an asset
• Excellent verbal and written communication skills, particularly phone and email correspondence
• Basic knowledge of computer hardware, database structure and network troubleshooting