About Vyne Dental

Vyne Dental, a SaaS company, is part of the Vyne family of industry-leading information exchange and communication management solutions for healthcare. Vyne Dental gives dental practices and insurance plans and payers the ability to exchange health information in an efficient manner to help improve their revenue cycle management processes.

Some of The Things You’ll Love About Us:

• Company Culture: Results-driven, high-energy team that enjoys having fun along the way!
• Rest and Relaxation: Unlimited PTO and 9 paid holidays
• Health Benefits: Competitive PPO and HDHP plans offered alongside many other great benefits
• Prepare for the Future: Generous 401(k) match

Job Summary:

The Customer Success Advisor is responsible for building strong consultative relationships with customers and ensuring they are optimizing their products/bundles and receiving the highest return on investment. The CSA will ensure customers are properly educated and communicated effectively using tech-touch and high-touch activities. The CSA will build customer loyalty and ensure long-term customer retention by presenting consultative product information, addressing customer issues while getting the right team members involved, and helping the sales team with upsells. The CSA will reduce attrition, increase customer expansion of product offerings and increase customer referenceability.

Primary Job Responsibilities:

• Establish consultative and trusted relationships with customers by leveraging Vyne’s product offerings and RCM best practices while guiding them to increased utilization and expansion of Vyne’s products
• Proactively analyzes leading churn indicators and ensures tech and high-touch activities are deployed at the right time during the customer journey to increase utilization and reduce attrition
• Identify upsell opportunities by discovering customer’s current needs and processes to drive customer expansion while increasing Monthly Recurring Revenue (MRR)
• Build and expand customer relationships while increasing customer referenceability through positive reviews, case studies, testimonials, etc.
• Elicit customer feedback and document details and examples of the voice of the customer to be shared with leadership
• Drive and demonstrate the value a customer is receiving in quarterly business reviews
• Proactively pursue opportunities to expand use cases and deliver additional value to grow the assigned book of business
• Communicate with customers to meet short and long-term needs while assessing customer satisfaction and escalate any areas of concern to the appropriate teams
• Track and optimize customer retention metrics, including retention, utilization, cSat, NPS, etc.
• Other projects and duties as assigned

Knowledge, Skills, and Abilities:

• Possess strong customer success values and passion for solving problems and improving the customer journey
• Strong emotional intelligence and empathy skills to handle stressful situations with professionalism
• Analytical and process-oriented skills to prioritize customer touchpoints
• Dedication to meeting and exceeding individual targets and team goals
• Experience in making data-driven decisions that improve customer satisfaction and increase efficiency
• Excellent written, verbal, and interpersonal skills
• Salesforce and G Suite product knowledge preferred
• Engaging training and coaching skills required
• Team player contributing to a positive, uplifting, and supporting work environment
• Goal-driven, flexible approach to ongoing changes, coachable, and accountable

Minimum Qualifications:

• Bachelor’s degree and/or equivalent experience in customer success, sales, business development, or account management
• Comfortable learning new technologies and software systems

Compensation:

• OTE is 75k annually

Physical Demand:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Security Roles/Responsibilities:

• Protected Health Information (“PHI”) Internal, by exception - This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Protected Health Information (“PHI”) by customer request - This position may have access to and be responsible for the security of PHI/PI on a daily basis.
• Support Admin - This position may have access to and be responsible for supporting customer technical needs, which may include securing customer's sensitive technical information.

Vyne Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne Dental follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.