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
• Telephone and e-mail support to our internal and external customers
• 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 minimal 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:

Dental Monitoring is an equal opportunity employer and offers an intercultural and inclusive workplace. The diversity of our teams is one of our strengths. We work every day with more than 30 nationalities in different countries all over the world. We welcome and encourage applications from people with disabilities. We are committed to providing appropriate accommodation upon request for candidates taking part in the recruitment process.