Enterprise Customer Success Manager (ECSM)

What You'll Do 
 As a Customer Success Manager in the Enterprise segment, your primary focus will be to establish strong executive-level relationships within DSOs, drive customer engagement with Regional Managers and Offices, ensure the health of your portfolio, lead customer escalations, promote product adoption, and surface opportunities for expansion. Your success will be measured by specific key performance indicators including gross retention, successful renewals and pilot expansions. 

Outcomes You’ll Own 

​​Establish Strong Executive Level Relationships​ - ​Build strong and trusting relationships with key stakeholders including C-level executives within the customer base. Produce at least 2 champions per account and have an executive partner established in 100% of your portfolio.​   Success Measures: Number of Champions, Amount of Executive Partners 

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Drive Engagements with Customers - Utilize Salesforce and Gainsight, and Report on Portfolio Performance​ - ​Proactively build tasks and/or sets of tasks (i.e. playbooks) to execute with your customers to maintain and/improve customer health within Gainsight. Be detail oriented in making sure the right data gets into our systems at the right time. Monitor your completion of playbooks for 100% of your customers. Produce 1 touch (email, phone call, completed task, updated note, next step) per customer per week. Reporting your portfolio performance each week (distribution of red, yellow, green customers); next step for each customer); forecasting gross retention for your portfolio (best, mid, worst) case scenario.​  Success Measures: ​Customer Health Score, Playbook Completion, Gross Retention, and Reports​ 

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Lead the Coordination of Customer Escalation​ - If customers need escalated help, you will lead the coordination of having the right people both internally and externally in the right room at the right time to strategize and execute. You’ll not only raise the issue but bring forth solutions to help bring the escalation to resolution. Ensure all steps are documented (in Gainsight) and that all teammates execute. If executives are needed for a call or need to send an email, you will draft the email or talking points needed. Ensure all parties know their role and responsibility for de-escalating the customer and report the result.  Success Measures: ​Customer Churn, Completion of Steps, and Gross Retention​ 

Driving Product Adoption​ - ​Drive utilization of our products within your portfolio of accounts; ensure customers understand and learn about new releases and functionality as they become available. Drive customers to +5% DAU. Success Measures: Customer Health Score, Expansion Opportunities, Escalations 

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Product/Industry Expertise and Curiosity​ - Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact Product/Industry Expertise and Curiosity - Maintain expertise in Dental Intelligence products, industry, and identify opportunities for improving workflows, increasing adoption, and demonstrating its impact. Success Measures: ​Subject Matter Expertise​ 

Surfacing Opportunities to Sales - Drive selling opportunities with customers for how to increase value through use of Dental Intelligence. Create and funnel qualified upsell opportunities for customer value added products and services to our Expansion Sales team. Success Measures: Amount of Expansion Opportunities, Quality of Those Opportunities 

What You Need to Get the Job Done 

• ​​Be a Proactive Problem Solver to Help Drive Outcomes​ 
• ​​Be a Passionately Curious and Applied Thinker​ 
• ​​Have Excellent and Transparent Communication Skills 
• ​​Be Data-Driven with a Sense of Urgency​ 

• ​​Be a Results Oriented, Team Player​ 
• ​​Be a Self-Directed, Self-Starter​ 
• ​​Be a Delightful Worker​  

What You'll Love About Us

• Flexible Time Off + 11 paid holidays 
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions. 
• Company sponsored Life, Disability & AD&D 
• Mental Health support programs, Cellphone & Gym membership Discounts 
• 100% Paid Parental Leave 
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.  
• Tuition Reimbursement program