Customer Experience Specialist, German Market

Dental Monitoring is a MedTech scale-up in a fast-growing medical field. We are looking for new talent to join our team

**What are the value added of Dental Monitoring’s solutions for its clients**

✦ Our SAAS monitors and optimizes orthodontic treatment for doctors and patients alike using our app and patient platform
✦ DentalMonitoring brings the first AI-driven technology in the oral healthcare space
✦ With more than 200 filed patents on our technology, we are leading an entire industry in how we approach the orthodontic experience
✦ Our handy tool, the Scanbox, helps patients and doctors to easily detect intra oral observation
✦ Their patients smile again

Dental Monitoring was promoted in the Next40 for the second year in a row.

We are currently looking for a Customer Success & Support Specialist to support our growth for German market.

**The Customer Success & Support Specialist Role**

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 departments
- 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

**It would be fantastic if you have**
- Native German 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

**Our work environment**

At DentalMonitoring our employees thrive because:
We are collaborators It is a core value and our team of researchers, doctors, developers, salespeople and all of our stakeholders work together to put our customers first
DM is a diverse, multicultural company. You can find more than 20 nationalities throughout our teams
Our renovated offices are placed in the heart of the 17th arrondissement

**What we bring to our employees**

Your ideas will be heard Our culture promotes initiatives, ownership and feedback.

Everyone will do their best to help you develop your skills -we can’t all know everything

We place significant importance on the quality of work-life balance.

Here are some perks that we offer our employees:

- Swile card
- Alan for health insurance
- Free shares plan
- Hybrid work
- Flexible personal time off policy
- Gymlib
- Corporate events
- Referral policy