Strategic Account Manager

About Curve Dental

Curve Dental is looking for a skilled and driven individual to join our team! Curve provides Dental Practices with award winning software and high-level customer support. Our software allows dentists to manage their full business including patient scheduling, billing, imaging and record keeping.

Beyond the day to day business we are committed to building a work environment where employees feel safe and appreciated for their contributions. We value our team's individual and combined success, and we have fun along the way!

Up to 30-40% travel required for position.

Job Summary

The Retention Account Manager acts as the individual responsible to ensure that new Group Practice customer adoption to the Curve Hero Dental Practice Management Software is successful and risks are reported. Maintaining current customer relationships is a critical job duty. The ultimate goal is to maintain the highest degree of customer satisfaction.

JOB GOAL

The Account Manager will manage multiple projects at one time keeping a high level of quality and maintaining a same day response time.. Time management is critical in the success of this job.

Job Responsibilities

ESSENTIAL DUTIES

• Onsite support to assist with offices first days use of the software will take approximately 30% of the time in this position. Familiarity of the customer is critical including specific workflows and best practices provided to the office during the training and onboarding of the software. Onsite support involves face to face connection with the customer in a consultation role to provide further assistance and adjustment to possible workflows. In the moment problem solving and solution presentation is required.
• Develop and maintain a customer retention program for clients with completed implementation projects with a caydence of weekly scheduled meetings. Retention includes client discussion of successful implementation of Curve Hero, add on products and other product use concerns.
• Maintain and determine the health of the Office/Curve Hero relationship. Provide summary report regarding plans to resolve outstanding issues.
• Develop an ongoing caydence with group practice customers to connect to check, provide product update, and assist with plans to implement.
• Develop and maintain a plan of action for customer issues that are reported during retention calls including ticket creation, customer service, implementation, training and management action. Requires frequent follow-up with internal teams and the client as well as a written communication to the DSO Director of Implementation and VP of Client Success..
• Develop and Maintain reporting mechanism for spotting activity that indicate upcoming concern or issues for the DSO client including add on module termination watch, reduction in appointment scheduling, no longer processing production, etc. Continual follow up with offices that are marked at risk.
• Attend weekly Group practice planning meetings and provide updates for customers that are at risk or could be a potential risk, including plans for how to keep traction with the customer and possible resolution and involvement of the team.
• Add-on service monitoring to include watching over new implementation, existing, and verifying that our reports match what has come from third parties for product usage. Review of text message overage and delivery to customers suggested upgrading to unlimited messages.
• Review and maintain accounts for related instances ensuring that records within HIP and CRM show the connection of customers.
• Assist customer service team during high call volume with new feature or system issues including answering phone calls, returning voicemail and logging calls.
• Assist Group Practice Implementation team during high volume new project requests or team absences. Tasks include managing client expectations, conducting conference calls, coordinating training, data conversion, backup on implementation queue and other general set-up requirements. Communication between internal teams may be required to set proper expectations.
  
  

Additional Responsibilities

• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
• Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
  
  

Job Qualifications

EDUCATION

• High School diploma or equivalent
  
  

Experience

• Previous Account Management experience preferred
• Proven experience in Customer Service and/or Project/Implementation Management.
• Experience working in a dental practice office or experience using and/or supporting accounting/billing applications strongly preferred
  
  

Knowledge And Skills

• An understanding of common industry standard business practices as related to the dental or medical professions
• Experience with software in a SaaS environment is an asset
• Experience with SalesForce, JIRA, Windows and Mac OS is an asset
• Excellent verbal and written communication skills, particularly phone and email correspondence
• Basic knowledge of computer hardware, database structure and network troubleshooting
  
  

PHYSICAL ACTIVITIES

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employees is occasionally required to walk or move; use hands to handle, finger, or feel, reach with hands and arms. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.