Customer Success Manager (Dental)

ABOUT CARESTACK

Carestack is an award-winning cloud based, all-in-one software solution to manage all the functions of a dental practice. CareStack was founded in 2015 with the mission to simplify dental practice management and allow dental professionals to focus on what truly matters most - patient care and business growth.

JOB OVERVIEW

The CareStack customer success manager (CSM) ensures customers are on boarded onto the CareStack platform effectively, and their Dental Practice is setup for success leveraging everything that the CareStack platform provides.

CSM - KEY RESPONSIBILITIES

Customer Success as a Business Function

• 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 practice.
• Define, Track and Monitor Customer health with regards to:
• CareStack Product Feedbacks
• CareStack Customer support interactions
• Key Performance Indicators (KPIs) for business success
• Ensure the best possible customer experience at all times.

Subject Matter Expert (SME) & Team Enabler

• Serve as SME for everything CareStack.
• Serve as SME for recommended best practices and Key Performance Indicators for Dental Practices.
• Create and promote a learning environment.
• 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 in a Globally Distributed Technology Company

• 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.

MUST HAVE EXPERIENCE

• Minimum of 5 years in US Dentistry
• Minimum of 1 year managing a Dental Practice end to end (Office Manager)
• Working with clearing houses, electronic eligibility & claims, ERAs

MUST HAVE EXPERTISE

• Minimum of one Dental practice management software
• Revenue Cycle Management
• Key Performance Indicators (KPIs) for Dental Practices
• All job functions and workflows at a Dental practice

MUST HAVE PROFESSIONAL ATTRIBUTES

• Fast Learner.
• Concise and Precise in communications.
• Tech Savvy Problem Solver.
• Team Builder and Motivator.
• Passionate about working in teams, and serving customers.

Benefits:

• 6 Medical plans offered
• (One plan is fully paid for by employer)
• 2 Dental Plans

• 2 Vision Plans
• 100% Employer Paid AD&D coverage
• Short Term Disability
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• 401K
• Supplemental Benefits
• Accident
• Critical Illness
• Hospitalization
• Law Legal Plan

JOB TYPE:

Full Time and On-Premise in-office job based out of the Celebration FL corporate office.

Not a hybrid or remote position.

(This is needed to realize the swift ramp up of all internal organization functions, to further support the exponential increase in scale of operations planned at CareStack in the coming years. This also means increased growth opportunities to all our team members)

Job Type: Full-time

Pay: Up to $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance

Experience:

• Dental: 3 years (Preferred)

Ability to Commute:

• Kissimmee, FL 34747 (Required)

Work Location: In person

Salary : $70,000