Dandy is transforming the massive ($200B) but antiquated dental industry. Backed by some of the world's leading venture capital investors, we are on an ambitious mission to integrate and simplify every function of the dental practice through technology. By building the operating system for every dental office in America, Dandy is empowering dentists with technology, innovation, and world-class support to achieve more for their practice, their people, and their patients.
About the Role
Dandy’s Account Management team provides strategic account support and relationship management in an effort to deliver the best customer experience and drive account retention and growth. As a Dandy Account Manager, you will focus on customer retention and revenue growth for a dedicated book of business of 200+ accounts.
What You'll Do
Retain and expand a dedicated book of business consisting of both high potential single location practices and multi-location dental groups
Build relationships with primary users and key decision makers at practices through account introduction calls, business reviews and ongoing check-in points
Manage post activation milestones within the customer journey
Proactively identify growth opportunities (product expansion, location expansion, and contract upgrades) through your customer interactions and by developing an understanding of the customer’s business needs and goals
Independently handle negotiations and consults with deal-desk to align on deals that are a win-win for the customer and Dandy
Execute cross-sell & up-sell campaigns in partnership with life cycle marketing
Prioritize and respond to account data triggers including inactive practices (dormancy), changes in account health score, and following-up on NPS responses
Develop and execute against account plans aimed at growing and retaining revenue
Monitor account performance metrics and identify retention risk accounts. Handle churn conversations and mitigate churn
Act as a point of escalation when a practice is experiencing outsized product quality issues, demonstrating exceptional problem solving skills
Partner with cross functional teams including sales, training, customer support and operations to solve customer problems
Become proficient in Dandy’s products and services to drive awareness and usage across your book of business
Key Performance Indicators (KPIs)
Drive improvements to net revenue retention through:
Logo retention
Contract renewals and upgrades
Respond and address customer problems within acceptable response and handle times
Connect with 100% of accounts every 60 days
What We're Looking For
3-6 years of experience in customer success, account management or sales
Experience carrying a revenue target in a high-growth/fast-paced environment
Strong desire to build relationships with clients and develop a deep understanding of their business and objectives to provide best-in-class customer engagement and solutions
Ability to assess business opportunities, develop and execute on account strategy plans, and go after growth opportunities (cross-sell & up-sell)
Ability to work cross-functionally and leverage multiple stakeholders to position company products against direct and indirect competitors
Experience in managing and mitigating churn risk
Excellent written and oral communication skills with customers and colleagues
Bonus Points For
Outstanding professional references to share
Dental experience
Relentlessly positive attitude, strong sense of humor, and the ability to have fun at work
Req ID: J-264
We offer a wide range of best in class, comprehensive and inclusive employee benefits including healthcare, dental, parental planning, mental health benefits, a 401(k) plan, and paid time off.
Dandy is proud to be an equal-opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity to win as one. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
Dandy also fully complies with the Americans with Disabilities Act (ADA). We are dedicated to embracing challenges and creating an accessible, inclusive workplace for all individuals. If you require any accommodations for your interview or have any questions beforehand, rest assured that we will move at Dandy speed and do everything in our power to meet your needs.
