About the Opportunity:

Henry Schein One (HSOne) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

Exan Software (Exan) has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, Exan's products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premise products are well established with strong customer loyalty while our cloud product customer base is growing every year.

As a Customer Success Manager, you will be the cornerstone of our client relationships, ensuring our enterprise customers achieve their desired outcomes while maximizing the value they derive from our products and services. You will develop a deep understanding of each client's business objectives, challenges, and key performance indicators, and collaborate closely with cross-functional teams to deliver tailored solutions and strategies. Your proactive approach will involve conducting regular business reviews, providing ongoing value driven updates, and identifying opportunities for upselling and expansion. By serving as a trusted advisor and advocate, you will foster long-term partnerships, drive customer satisfaction, and contribute to the growth and success of both our clients and our organization.

Responsibilities

• Be the guardians against churn. Proactively reach out to customers to ensure that solutions continuously meet their needs, identify at-risk customers, and own the plan to address and eliminate risks

• Establish yourself as the central point of contact post sale. Aim to be multi-threaded with contacts at every level to create broader and deeper relationships to solve complex business problems.

• Drive overall contract values upwards through identifying, qualifying, and passing opportunities to the sales team.

• Become our customers trusted business advisor by providing guidance as to how we can expand the use of our solutions through Executive Business Reviews

• Know intimately how our customers us our solutions to be an internal voice for the customer on all business and industry related problems

Qualifications

• 3+ years of experience in a Customer Success Management, Account Management or Customer Onboarding role.

• Experience with large, complex Enterprise level customers

• Demonstrated experience with delivering on strategic customer relationship management though Business Reviews, metrics and KPIs

• Demonstrated expertise speaking to technology platforms and solutions

• Health Care or Higher Education industry experience is a strong preference and asset.

Requirements

• Travel within North America twice per quarter

• This is a hybrid role, with up to two days in the office to facilitate brainstorming and team building. Our office is located across from Guildford Mall in Surrey, BC.

Our Recruiting Process
We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other.

1. Quick intro/screening call
2. Short online behavioural and cognitive assessment.
3. First Interview
4. Second Interview

We pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. As a future team member, you will embrace ownership, transparency, communication and collaboration.

The posted range for this position is between CAD 78,000 and CAD 89,980 which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc.

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