Customer Success Manager

The Company

The Job

Duties & Responsibilities

• Ensure new CareStack customers have a solid foundation with respect to CareStack setup and Configuration
• Ensure Key personnel at the customer end are trained on CareStack
• Ensure new CareStack customers adopt recommended Standard Operating Procedures & Best Practice Workflows, at their dental practices
• Define, Track and Monitor Customer health with regards to: CareStack Product Feedback, Customer Support Interactions and KPIs for business success
• Ensure the best possible customer experience at all times
• Serve as Subject Matter Expert (SME) and a Team Enabler
• Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices
• Create and promote a learning environment and help develop competency improvement training and assessment programs for the team
• Help improve the policies and procedures that enable efficient customer success management
• Handle escalated customer support situations that require expert involvement
• Collaborate with a globally distributed team of Level 1, Level 2 and Level 3 technical support team to enable efficient customer support
• Collaborate with external vendors and partners to obtain speedy resolutions to customer concerns
• Collaborate with a globally distributed Product Engineering team to bring about the most sought-after product changes for our customers
• Collaborate with the CareStack product management team to ensure the product roadmap meets all relevant customer and industry needs

Supervisory Responsibilities

• No immediate direct reports

Skills & Qualifications

• MUST HAVE at least five [5] years of dental industry experience
• Technical proficiency with at least one [1] Dental Practice Management Software (PMS)
• Knowledge and understanding of Revenue Cycle Management (RCM)
• Experience with Key Performance Indicators (KPIs) for Dental Practice Management
• Advanced understanding of all functions and workflows within a dental organization
• Minimum of one [1] year of experience managing a large (high volume) Dental Practice
• Experience working with clearing houses, electronic eligibility & claims, ERAs
• Fast-learner with an aptitude for learning new technology
• Highly articulate with concise and precise communication style
• Tech-savvy problem-solver with strong analytical skills
• Team Builder and Motivator with a highly engaging communication style
• Operational excellence focused
• Passionate about working in teams and serving customers

Work Environment

• On-site role in our corporate HQ location in Celebration, FL. This is NOT a remote position. Our on-site culture in Customer Success is integral to the swift ramp-up of all internal organizational functions to support the exponential increase in the scale of operations planned at CareStack in the coming years.  This also means increased growth opportunities for all our team members.
• Shift hours are Monday – Friday, 8AM – 5PM ET
• Some travel may be required

Certificates, Licenses, Registrations

• None required

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.