About Pearl Pearl is shaping the future of dentistry with a suite of AI solutions developed to establish higher standards of quality and care for patients worldwide. Since 2019, our team has engineered FDA-cleared computer vision capabilities for interpretation of 2D and 3D dental imagery — industry-leading capabilities which clinicians, practice owners, labs and insurers use to elevate the efficiency, accuracy and consistency of dental care around the world.
Who We're Looking For We are seeking a customer-centric, energetic, and highly-motivated individual to join our Customer Success team. The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships within dental practice accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Finance teams to ensure our services are delivered successfully. Ideal candidates will take initiative, respond quickly and creatively to dynamic situations and show ownership.
Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. Work with customers to ensure they are leveraging Pearl's suite of tools effectively and finding value in our servicesBecome an expert in Pearl's provider-focused product offerings and educate customers on the use and benefits of our productsPerform basic to intermediate level troubleshooting for all Pearl products and services as neededMaintain and continue to expand technical product knowledge to remain proficientWork closely with Sales, Support, Billing, and other Technical teams to ensure an exceptional customer experience and take care of any customer issuesBe a customer advocate while capturing customer feedback and reporting requests to Product Management and DevelopmentEfficiently manage time and focus to ensure fulfillment of all activities essential to facilitating customer satisfaction, account renewal, and account growthMaintain customer data i.e. contacts, account health, significant events, substantive notes etc. in relevant systemsWork with leadership to help drive cross-functional and cross-departmental initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers What You'll Need to Succeed 2-3 years customer success or solutions consulting experience2+ years of experience working in or with dental practicesAbility to read 2D dental radiographyAbility to work in a fast-paced, busy environmentAbility to multi-task and manage multiple tasks at one timeExcellent communication skills both written and verbalIntermediate computer skills (working with browsers, spreadsheets, and text documents)Ability to solve customer issuesAbility to work with a pipeline of tasks and complete them in a timely mannerDemonstration of excellent customer service skillsAbility to work 40 hours a week and maintain full-time status What We Offer Competitive Benefit and Compensation OfferingsOngoing Training and Development OpportunitiesUnaccrued, Flexible PTORemote Work