DSO Customer Success Manager

Job Description:

PURPOSE

The role of the Customer Success Manager plays ensuring the seamless collaboration between our organization and the DSO. This role is responsible for overseeing the planning, coordination, and execution of initiatives to meet the demands of the DSO, ensuring that the right teams are briefed, supported, and aligned, and managing workflow and development to achieve mutual success

ACCOUNTABILITIES

• Collaborate with DSO stakeholders and internal teams to develop strategic plans that align with the objectives and priorities of both organizations.
• Understand and prioritize the demands of the DSO, ensuring that resources are allocated effectively to meet their needs while maximizing efficiency and profitability.
• Coordinate with cross-functional teams to ensure that they are adequately briefed on DSO requirements, providing guidance and support as needed to ensure alignment and understanding.
• Oversee the workflow between our organization and the DSO, identifying opportunities for improvement and implementing solutions to optimize processes and enhance collaboration.
• Monitor the progress of initiatives and projects related to the DSO partnership, identifying potential risks and barriers and implementing strategies to overcome them.
• Serving as the primary point of contact of DSO commercial team and addressing any issues or concerns in a timely and effective manner.
• Helping to establish metrics and KPIs to track the performance of the DSO partnership, regularly assessing progress and identifying areas for improvement.

Job Requirements:

KNOWLEDGE, SKILLS & EXPERIENCE

Critical Knowledge and Qualifications:

• University Degree

Critical Skills/technical know-how:

• Strong experience leading complex projects with commercial impact
• Lead projects in a highly effective and independent manner, mobilizing team to deliver on customer priorities and commercial impact
• Strong experience implementing processes
• Fluent English and Spanish

Critical Experience:

• More than 5 years of experience in account management
• More than 3 years of experience in customer success

CRITICAL SUCCESS FACTORS AND KEY CHALLENGES – additional factors that describe complexity of the role / critical requirements for successful role performance

• Mature personality able to deal with different stakeholders – with different seniority, age, nationality
• Global overview and understanding of Ormco/Envista business strategy
• Strong communication skills, that will help to connect and influence

Operating Company:

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.