Senior Client Success Manager

1. Receives inbound calls from assigned clients.

2. Documents all Client calls thoroughly and accurately.

3. Prepares value findings by reviewing assigned Client accounts, analyzes practice reports for trends and delivers comprehensive overviews via value calls or emails to Clients on a regular basis. They would be required to have regular proactive communication with their assigned clients. These would entail going over how well the office is performing, pointing out any problem areas that they notice when reviewing the client’s metrics as well as helping to show the value that Resolv Dental has provided to the clients.

4. Possesses basic knowledge of Resolv Dental supported software to answer inquiries from assigned clients and training clients on Resolv Dental’s services, policies, and procedures.

5. Collaborates with coworkers to research and resolve client issues.

6. Attends and participates in regularly scheduled departmental meetings.

7. Ability to effectively communicate, work positively and cooperatively with co-workers, managers, and clients.

8. Upholds Company HIPAA guidelines pertaining to client files and data.

9. Able to effectively manage multiple tasks simultaneously.

10. Communicates with third party partners on behalf of, and/or with the client.

11. Meets with Manager monthly.

12. Actively seeks and participates in on-going training exercises to develop and maintain necessary knowledge and skills.

Secondary Functions

Knowledge of and potentially participates in new client staff member software training and demonstrations for clients as assigned. Provides standard support and duties as assigned. Cross trains with various departments to enhance knowledge of Resolv Dental and third-party programs.

This position requires an organized individual with strong communication (written and oral) and analytical skills to handle a low degree of complex duties.  Individual must also possess flexibility to adapt to the changing needs of the department and company.

None

This position requires daily communication with doctors, doctor’s staff, sales team, and other internal staff.  Contacts within the company are usually with immediate associates and supervisors.  Contacts are regularly initiated at the supervisor’s request and at the employee’s own initiative.

Skills necessary for this position include:

            Demonstrates strong work ethic

Strong communication skills both oral and written

Self-Starter\Take Initiative        

            Good telephone etiquette

            Good organizational skills

            Strong interpersonal skills

            Ability to work well with different personalities and varying skill sets

            Ability to make decisions and problem solve in a timely manner

            Ability to act independently and assume full responsibility for accuracy and completeness of work

Contributes to building a positive team environment

Present a professional attitude and treat others with respect and consideration regardless of their status or position in the company or client office

            Computer literacy skills with a solid understanding of software operations

Strong time management skills

            Training skills

            Knowledge of office procedures

            Customer service experience

            Flexibility and adaptability

High school diploma or equivalent is required.  College degree in a related field is preferred with two or more years experience in a similar position or equivalent experience in a similar position.

Work is conducted in a pleasant, fast-paced, team office environment.  Representatives must be able to sit for long periods of time while talking with clients over the telephone utilizing a headset. Currently, there are three eight (8) hour shifts Monday through Friday: 6:00 a.m. to 3:00 p.m.; 7:00 a.m. to 4:00 p.m.; 8:00 a.m. to 5:00 p.m. (PST).  Representatives will be assigned to a specific shift, but flexibility is necessary to adjust work hours or shifts as needed based on the changing needs of the department and/or the Company.  Occasional overtime work may be required for necessary projects or workload completion.  May require travel to client offices if necessary.