Customer Success Manager

eon Dental

Build and maintain strong relationships with assigned customers, understanding their clinical goals and challenges, and proactively identify and address potential issues before they escalate.

Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management.

Address customer inquiries and technical issues related to Eon One, providing guidance and troubleshooting assistance.

Collaborate with internal teams (clinical support, product specialists) to resolve complex customer issues effectively and promptly.

Facilitate the onboarding process for new Eon One customers, ensuring smooth implementation and adoption of the product.

Provide initial and ongoing training sessions for customers on Eon One features, packages, procedures, and portal, along with any commercial and technical updates.

Develop and execute customer success plans tailored to each customer's needs and goals, aiming to maximize adoption and satisfaction.

Conduct regular check-ins and progress reviews with customers to assess satisfaction levels and identify opportunities for improvement or expansion.

Monitor and analyze customer usage data, clinical outcomes, and support interactions to derive insights and actionable recommendations.

Prepare regular reports and updates on customer health, adoption trends, and satisfaction metrics for internal stakeholders.

Gather customer feedback and insights to advocate for customer needs internally, influencing product development and service improvements.

Act as the voice of the customer within the organization, ensuring that customer perspectives are considered in decision-making processes.

Ensure seamless customer handoffs between sales, onboarding, and support teams to maintain continuity and a positive customer experience.

Proactively recommend new features or improvements based on customer feedback to enhance the product and better meet customer needs.

Adhere to the quality standards and safety procedures as per the company guidelines and local regulations.

Take appropriate actions in relation to any hazards and work related issues, and escalate as needed, in order to ensure prompt and effective resolution

Perform other job-related tasks as assigned by the line manager, in order to ensure the fulfillment of organizational objectives.