Customer Support
il y a 2 semaines
**Dental Monitoring in a few words?**
- A solution at the cutting edge of artificial intelligence and image analysis in the dental field, enabling remote support for patients and practitioners.
- A Tech company in full growth, always looking for innovation, quality and performance.
- An international team with a friendly and benevolent spirit, focused on the same objective: to offer the most adapted and qualitative solutions possible.
- The first unicorn of the dental sector
We are currently looking for a Customer Suuport & Success Specialist who will be responsible for Czech and Slovak markets to support our growth.
**Role and Responsibilities**
Your mission is to optimize the quality of the customer experience aimed to help healthcare professionals and their patients, as well as to ensure excellent communication between several internal departments
- Must be innovative and a self starter
- Ability to think independently and make decisions applicable to the success of the customer and the team
- 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 organisation as needed to support customer’s product and patient issues
- Represent the voice of the customer to inform DM sales process and product Roadmap
**Essential Qualifications**
- Native Czech or Slovak speaker + fluent in English
- Minimum Bachelor's degree or equivalent job experience
- Minimum 2+ years Customer Support experience or in any related field
- Degree educated and knowledge of the dental market
- 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
- Self sufficient with effective and professional communication skills
- Ability to learn and engage with new technologies with mínimal 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
- 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
**Preferred Qualifications**
- Another Eastern European language is a plus (ideally Hungarian)
- Clinical experience
- Knowledge of Gmail (including Google Suite/Google Docs), CRM/Salesforce, Excel, and MAC Apple products
- The above is not an exhaustive list of all duties, responsibilities and qualifications associated with the job. Other duties may be assigned._
**Your working environment**
**DM is a great place to work, and here you will thrive because**:
- We are really close to our users: patients, doctors and their staff, as well as our internal users.
- Your ideas will be heard Our culture promotes initiatives and ownership and we recognize gumption.
- Everyone will do their best to help you develop your skills -we know you can’t know everything.
- Huge potential for collaboration: researchers, doctors, customer lovers (customer success managers), business developers, trainers, data analysts, testers, regulatory angels, teams of developers and of course customers
- At our headquarters in Paris, we have a lot of languages and cultures and this is awesome, chouette, geil, fantástico, perfetto, geweldig and even 很酷.
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