Key points

Experience in a Customer Success, Customer Support, Receptionist, Customer Relations, Customer related roles
Experience building and maintaining relationships (back or front) direct to customer
Bilingual: German and English

Your mission is to optimize the quality of service to clients of healthcare professionals and their patients, as well as to ensure excellent communication between several internal departments.
Roles and responsibilities
Must be innovative and a self starter

Ability to think independently and make decisions applicable to the success of the customer and the team

Telephone and e-mail support to our internal and external customers

Conduct metric reviews for new and existing accounts to analyze training and development needs

Partner with Customer Success team to provide consultation and solutions to poor performing accounts

Ability to work under pressure, organize and prioritize responsibilities.

Reporting of user activities with partnering departaments

Ability to handle all technical and support back end questions for patients and doctors,and liaison with other departments as needed

Drive retention and growth among the most valuable DM customers by understanding their business needs and helping them succeed through targeted onboarding support and training

Enable successful roll-out of DM to customer’s patients, so that a self-sufficiency is achieved by a practice

Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement

Identify opportunities for customers to act as DM advocates (e.g. testimonials, case studies)

Collaborate closely with the original Sales Executive to support upsell and cross-sell opportunities for more Monitoring or other DM solutions

Marshall resources across the DM organization as needed to support customer’s product and patient issues

Represent the voice of the customer to inform DM sales process and product Roadmap
Information Security:
Be aware of their own responsibility regarding information security

Perform their work according to the applicable policies and procedures

Contribute actively to the continuous improvement of our ISMS

Report any observed or suspected weaknesses in our ISMS and any information security incident
Ideal profile

Essential Qualifications:
Bachelor's degree or Customer Support experience or in any related field

Bilingual: German and English, any additional language would be a plus

Self sufficient with effective and professional communication skills

Ability to learn and engage with new technologies with minimal training

Experience in training people on technological tools

Excellent interpersonal, editorial skills, and analytical skills

Fluent in verbal, written, and professional English

A can-do attitude and willingness to roll up your sleeves to get things done

Empathetic, positive attitude with a desire to help our customers reach their goals
Preferred Qualifications:
Degree educated and knowledge of the dental market

Experience in a Customer Success, Relationship Management, Account Management, or similar role

Experience working with software solutions that need to be adopted to success within challenging customer conditions

Experience building and maintaining relationships, while working to mitigate churn and drive engagement, renewals and upsell/cross-sell

Excellent knowledge of technology and especially strong in social networking and communication technology (Skype, Zoom, Linked-In and Office software)

Curious and passionate about new technologies

Knowledge of Gmail (including Google Suite/Google Docs), CRM/Salesforce, Excel, and MAC Apple products

Clinical experience

Current gross salary:25k/year