Customer Loyalty Advocate (Healthcare)

TL;DR

Customer Loyalty Advocate (Healthcare): Managing inbound customer inquiries regarding account changes and terminations with an accent on churn prevention and customer feedback. Focus on identifying churn risks, improving customer experience through feedback loops, and ensuring maximum product value for clients.

Location: Remote. Must be based in the United States (excluding AK, DE, HI, IA, LA, MD, NE, ND, RI, SD, VT, WV, DC, and Puerto Rico).

Salary: $60,000 - $64,000

Company

Global leader in dental management, analytics, communication, and marketing software.

What you will do

• Handle high-volume inbound cases for account restructuring, down-sells, and terminations.
• Guide clients on best practices to maximize product value with existing resources.
• Gather and analyze customer feedback to inform Product, Sales, Marketing, and Customer Success teams.
• Develop deep expertise in product suites and contract terms to provide tailored solutions.
• Proactively engage clients who are delinquent on payments.

Requirements

• 2-3+ years of professional experience with increasing responsibility.
• Bachelor's degree or global equivalent in a related discipline.
• Strong conflict resolution and interpersonal skills for delivering difficult messages.
• Demonstrated success in achieving or surpassing goals in previous roles.
• Strong verbal, written, and presentation communication skills.
• Must reside in the USA (specific state restrictions apply).

Nice to have

• Customer Success or account management experience.
• Experience in dental practice or Dental Service Organizations (DSO).
• Previous background in a customer support role.
• Experience using a CRM or Customer Success platform.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401K plan with company match.
• Paid Time Off (PTO) and sick leave.
• Paid parental leave and short-term disability.
• Education benefits and a worldwide scholarship program.
• Supportive, diverse, and inclusive work environment with a focus on work-life balance.