This position is responsible to proactively coordinate activities for all internal departments, external third parties, and new Enterprise customers to ensure a smooth systems implementation experience; training; initiating and organizing all customer contact and response for escalated issues; and regularly communicating with the customer base for general "PR" calls and updates regarding system enhancement and releases.
Build long term relationships with clients
Be a trusted technology advisor
Understand customer's relevant business challenges and provide and develop expertise in a variety of industry concepts, practices and procedures
Strong organizational skills with ability to strategically manage competing client demands
Manage all post implementation aspects of Enterprise accounts, including escalation handling, reporting, and other activities to ensure successful customer interactions and high levels of customer satisfaction.
Work closely with the Technical Account Specialist to prepare tracking and communication protocols on active projects.
Act as a point person for all customer escalation issues not resolved within a 24 hour period. Liaison responsible for directing and effectively communicating client issues and resolutions between the Enterprise team and the customer.
Participate in special projects and perform other duties as necessary.
Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
Software technical support experience is preferred.
Typically a Bachelor's Degree or global equivalent in related discipline.
GENERAL SKILLS & COMPETENCIES:
Good understanding of industry practices
Proficient with tools, systems, and procedures
Basic planning/organizational skills and techniques
Good decision making, analysis and problem solving skills with ability to multi-task
Good verbal and written communication skills
Good presentation and public speaking skills
Good interpersonal skills
Basic conflict resolution skills
Developing professional credibility
SPECIFIC KNOWLEDGE & SKILLS:
Excellent computer skills.
Excellent verbal and written communication skills.
Technical background in software and hardware required.
Understanding of Citrix, SQL, and Enterprise solutions preferred.
Proven leadership ability.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers.