Description

The Account Manager is responsible for building and maintaining strong, long-lasting relationships with our Dental Office Partners. You will serve as a trusted advisor to key accounts, ensuring their success and satisfaction with our partnership. The role involves providing on-site and remote operational guidance, addressing partner needs and challenges, and collaborating with the clinical operations team to tackle challenges and identify growth opportunities. Additionally, the Account Manager will be responsible for preparing account status reports, maximizing case day fulfillment, and updating the CRM and/or platform with relevant partner information.

Key Responsibilities

To perform in this position successfully, an individual must be able to perform each key responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

Partner Relationship Management

• Build and foster strong, lasting relationships with existing dental offices to become a trusted partner in their business growth and success.
• Proactively engage with partners to understand their needs, goals, and challenges, and develop strategies to address them effectively.
• Regularly communicate with partners to assess satisfaction levels, address concerns, and identify upselling or cross-selling opportunities.
• Establish and nurture relationships with key stakeholders within partner organizations, understanding their objectives and aligning our solutions to meet their requirements.
• Focus on ensuring high levels of partner satisfaction and retention by consistently delivering exceptional service and support. Consistently respond to and follow up on concerns or requests.
• Identify gaps in implementation, services, support, or partner needs and take proactive measures to address them, ensuring partner satisfaction and success.
• Prepare regular reports on account status, performance metrics, and key insights to share with both internal teams and partners.
  
  

Operational Guidance

• Collaborate with the Regional Clinical Operations Manager (RCOM) to offer remote and occasional on-site operational guidance and support to partners as required, ensuring the seamless integration, functionality, and utilization of our products or services.
• Assist in handling challenging partner requests and issue escalations promptly and effectively, ensuring a positive resolution for all parties involved.
• Assist the RCOMs with organizing and implementing the monthly schedule, helping to coordinate clinician availability in alignment with partner case day requests.
• Own the optimization of case day fulfillment and the number of patients (PPCD) seen within the assigned territory.
• Collaborate with office partners, RCOMs, and other internal departments to evaluate barriers to case day fulfillment and PPCD and find solutions to overcome them.
• Coordinate with internal teams to address partner concerns, track progress, and communicate updates.
• Be consistently available via Teams and by phone/email during working hours with rapid response times when addressing issues from both partners and internal team members.
• Keep the CRM and/or platform up to date with accurate and relevant information.
  
  

Customer Success

• Coach existing partnerships to maximize case day requests and efficiency opportunities surrounding requested case days to support our business model.
• Respond to potential partners in a timely fashion ensuring to foster a positive communication experience.
  
  

Requirements

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field (or equivalent work experience).
• 3-5+ years of partner relationship management, key account management, or a similar role.
  
  

Skills And Abilities

• Excellent communication and interpersonal skills to build rapport and credibility with partners and internal teams.
• Strong analytical and problem-solving abilities to identify opportunities for improvement and growth.
• Ability to work independently and collaboratively in a fast-paced environment.
• Customer-focused mindset with a passion for delivering exceptional service.
• Proficiency in CRM software, such as HubSpot or other similar tools.
• Familiarity in Microsoft suite including Outlook and Teams.
• Strong organizational skills to manage multiple partners and tasks efficiently.
• Demonstrated ability to handle challenging situations with diplomacy and tact.
• Ability to travel to offices once per quarter, as needed.
• Flexibility and adaptability to respond to changing partner needs and business priorities.
• Strong ethical standards and the ability to maintain confidentiality.
• Willingness to undergo background checks, drug screenings, and comply with relevant health regulations.
  
  

OFFOR Health currently offers full competitive employee benefits including medical, dental and vision insurance, LTD, STD and Group Life insurance, 401(k) retirement plan, flexible time off and paid holidays.

OFFOR Health does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.