Santa Barbara, CA, USA
Zyris is committed to transcending the limitations of existing dental technology with innovative, ergonomically efficient products that help dental professionals work more productively with less stress and fatigue. Our staff is relentlessly committed to quality and customer satisfaction, striving to make sure our customers realize the full benefits of our unique products.
We are committed to changing the face of dentistry! Our award-winning dental devices improve the ease and comfort for patients and dental professionals as well as dramatically increase overall efficiency. That’s why thousands of offices in the U.S. rely on our technology daily and dental schools now incorporate the technology into their curriculum, furthering the company goal to become the dental isolation method of choice both domestically and around the world. In short, the practice of dentistry has been irrefutably changed by Zyris!
A Customer Success Manager – Team Lead (CSMTL) is one of the most important roles at Zryis and amongst successful fast-growing businesses, as it directly impacts customers’ lifetime happiness and retention.
You will facilitate Customer Success by understanding customer business goals and objectives, developing strong rapport, delivering a world-class onboarding experience, helping customers solve emergent problems, identifying areas Zyris can help them grow, and serving as trusted advisor throughout their time with Zyris.
You’ll be collaborating with customers, primarily via the phone, mobile, and web technologies, to drive onboarding completion, increase user adoption, improve retention and overall success while helping to collect customer references, case studies, and product feedback. Periodically, you will travel to customer locations to facilitate success in person. Acting as a liaison between Zryis and our customers, you will be instrumental in providing internal feedback and help design how Zryis can better serve our customers.
This is an ideal position for highly motivated individuals with a genuine interest in helping and many years of experience in a customer facing role. You will partner with other seasoned Customer Success team members and managers to grow your capabilities while helping mentor less experienced team members.
What you will be doing –
Preparing for Customer Success:
Immerse in and develop mastery of Zyris’ product offerings, business model, services, emerging technologies, and Customer Success best practices embracing a rigorous employee onboarding process and self-driven continual learning.
Understand, empathize, and translate customer business goals into successful onboarding project plans in order to achieve their goals using Zyris' products and technology.
Take an anticipatory, proactive approach to helping customers navigate and overcome their internal barriers to adoption.
Schedule and coordinate all internal and external resources needed for onboarding
Orchestrating Customer Success:
Take responsibility of onboarding new
Provide daily leadership and mentoring/ support coaching of Regional Team
Monitor the Funnel of new customers
Delegate (as needed) new customers to existing team for successful onboarding
Develop and regularly report on key metrics for teams
Ensure team members provide an exceptional customer experience, as measured through tNPS and NPS surveys
Personally manage escalations from direct reports and provide timely resolution - Escalate to Director if needed.
Identify problems and trends, improve our internal tools, determine root causes of customer complaints and concerns and execute solutions.
The CSMTL will be involved in helping manage the performance management of the team, but not complete control over all aspect of personnel management. The CSMTL will be involved in writing performance reviews & hiring/ firing of the team members, etc. but will work with the Director on these areas. The CSMTL will not have the sole responsibilities in these areas. Also, some of this will change or develop as we go along. Again, the focus is more on working with customers to help them be successful, than managing the people or team.
Manage a portfolio of customer implementation projects, ensuring a successful and timely completion of each project.
Thrive on helping others by delivering tailored training programs to each customer, including the patience and persistence to overcome the challenges associated with customer behavior change.
Orchestrate multiple accounts throughout their entire lifecycle, ensuring maturity milestones are hit during adoption and growth.
You’ll ensure any customer issues are resolved quickly, utilizing resources from across Customer Success, Sales, R&D, etc.
Work with customers to transform them into Zyris experts and evangelists through training, support, and relationship management.
Growing Customer Success:
Monitor and influence product usage, customer engagement and satisfaction feedback
Identify areas of customer desired growth such as expanding users, applicable procedures, or additional products / product capabilities
Coordinate expansion opportunities with Account Executives
Sustaining and Improving Customer Success:
You’ll create and maintain assets, materials, and manuals representing our best practices that help customers make the most out their Zryis products, in collaboration with Product Managers and Marketing.
You will have the opportunity to help conduct customer discovery, support, and sales activities when it serves the needs of our customers or the needs of your team.
All Zyris team members embrace the "on it" mindset. This mean pitching in and helping out across the business when needed.
Who we are looking for –
2+ Years Managing/Leading a Customer Success Team
5+ Years in a Customer Success Manager Role
Tech industry veterans looking for a more meaningful challenge in the healthcare arena:
5+ years’ experience at a SaaS software company that included responsibilities of software training, building new client relationships and driving user adoption.
Understanding of complex web and mobile applications utilized for driving customer success, training, or collaboration.
Dental Professionals looking to transition into a fast-paced medical device and software company.
Must be technology evangelists and promoters of modernizing the Dental industry
Tech savvy Educators / Trainers looking improve healthcare and expand their skills:
2+ years hands-on experience in delivering effective education / training programs
5+ years hands-on experience in dental practices as a Practice Management Consultant, Hygienist, Dental Assistant, Dentist, Office Manager
Must have leveraged web, mobile, or social technologies as part of their education / training programs
Skills Needed –
BA/BS, RDA, RDH or equivalent education, preferred
Project management experience managing multiple projects simultaneously with a proven track record of prioritizing competing initiatives.
You have a track record for creating innovative ideas to increase customer retention and product adoption
You have a proven capability to excel in a fast paced, dynamic environment to provide best of class customer experiences
You have an ability to stay focused under pressure and thrive while working with customers to solve their most challenging issues
You have excellent communication and interpersonal skills with a knack for building strong internal and external relationships
Strong analytical capabilities for advanced problem-solving
Excellent written and oral communication skills
Demonstrable leadership skills
Highly organized and strong ability to prioritize tasks to completion
Strong curiosity and desire to learn
Strong technical aptitude
Experience with Salesforce, or other CRM, Customer Success or Practice Management applications
You have experience as an educator using technology platforms to enhance your curriculums.