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Customer Success Manager
Archy is looking for an experienced office manager or front office staff member who is interested in working at a software company to provide outstanding customer support to dental offices. This job is fully remote, salaried position and requires the employee to work on Pacific Time zone.
Job description
Smile! Those teeth you are showing deserve the best care you can give them, yet the status quo of the software your dentist uses today is terrible.
Archy is revolutionizing the dental practice management space, giving dental providers cutting-edge software that allows them to do what they do best (be dentists!) while we handle the more technical sides of running their practice business.
Archy is looking for an experienced office manager or front office staff member who is interested in working at a software company to provide outstanding customer support to dental offices. This job is fully remote, salaried position and requires the employee to work on Pacific Time zone.
Job Summary:
Customer Success Manager supports customers directly by building close, long-term client relationships and providing real time support. The CSM role will include conducting live trainings with dental offices and interacting with dental offices over the phone and in video calls to support the office’s use of Archy. Many of the issues that customers need help with relate to billing and insurance claims that the practice sends through Archy. The role will also require troubleshooting technical issues that may arise and escalating more severe technical issues to the engineering team. The CSM will also contribute to Archy’s knowledge base about the product by writing articles and recording videos.
Job responsibilities
Responsibilities:
- Make our dental offices really, really happy by delivering proactive and reactive support to customers and solving problems before they arise
- Investigate problems with Archy’s software that are reported by customers, via troubleshooting with the customer and proactively trying to find solutions
- Provide support on questions related to billing and claims that are sent through Archy and its integration with dental clearinghouses
- Support dental practices setting up new systems that integrate with Archy, including imaging software on practice’s xray and pano machines, payroll, e-prescribe software and text messaging services
- Record videos and write articles about Archy’s product to contribute to the product knowledge base that provides helpful content to customers
- Conduct live training sessions via Zoom to dental office staff that showcase Archy’s capabilities and answer questions from office team members
- Work closely with other Archy team members to ensure customer questions and concerns are addressed in a timely manner
- Effectively communicating customer feedback to relevant stakeholders such as product and engineering within the company
- Be able to flex to the needs of the business which sometimes can mean executing side projects
Job requirements
Required Skills/Abilities:
- Extensive knowledge of dental insurance and billing, typically through your experience working in the front office of a dental practice
- Exceptional ability to communicate and foster positive relationships, both in written and verbal communications
- Basic technical skills required, as they relate to the use of the product (typing skills, understanding how to troubleshoot browsers and hardware connections into computers)
- Accountability and personal organization are essential
Experience & Qualifications:
- 5+ years of experience in dental industry, preferably in a front desk position
- Must be located or willing to work on Pacific Standard Time
- Experienced customer service representative (Nice to have)