Who are we?

Eon Dental is a high-impact medical devices & tech company growing at neck-breaking speed. We are a team of over ~500 colleagues dedicated to making Eon Dental a leading global player in the clear aligner and dental services industry.

Eon Dental aims to deliver value to dentists and orthodontists worldwide by offering a superior quality product, dynamic pricing, treatment schemes, as well as after-sales service and assistance.

Software and innovation are involved in all aspects of our product lifecycle, beginning from an engaging experience on the frontend applications that serve customers and dentists to robust backend solutions for process management and automation.

Our excitement about the vision and mission of the company has enabled us to foster a great culture and an exciting work environment that is based on building synergies and our team’s exceptional talent to make our customers’ experience outstanding.

Your Impact

The Customer Success Manager role is based in Amman, Jordan, reports to the Client Success & Growth Manager, and will be responsible for leading Eon One customers to ensure successful adoption, satisfaction, and retention among healthcare professionals. This role provides strategic guidance, clinical expertise, and exceptional customer service to drive clinical outcomes, customer loyalty, and business growth. Additionally, the Senior Customer Success Manager plays a pivotal role in mentoring junior team members and aligning cross-functional initiatives to support customer success at a strategic level.

What You'll Do

• Build and maintain strong relationships with assigned customers, understanding their clinical goals and challenges, and proactively identify and address potential issues before they escalate.
• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management.
• Address customer inquiries and technical issues related to Eon One, providing guidance and troubleshooting assistance.
• Collaborate with internal teams (clinical support, product specialists) to resolve complex customer issues effectively and promptly.
• Facilitate the onboarding process for new Eon One customers, ensuring smooth implementation and adoption of the product.
• Provide initial and ongoing training sessions for customers on Eon One features, packages, procedures, and portal, along with any commercial and technical updates.
• Develop and execute customer success plans tailored to each customer's needs and goals, aiming to maximize adoption and satisfaction.
• Conduct regular check-ins and progress reviews with customers to assess satisfaction levels and identify opportunities for improvement or expansion.
• Monitor and analyze customer usage data, clinical outcomes, and support interactions to derive insights and actionable recommendations.
• Prepare regular reports and updates on customer health, adoption trends, and satisfaction metrics for internal stakeholders.
• Gather customer feedback and insights to advocate for customer needs internally, influencing product development and service improvements.
• Act as the voice of the customer within the organization, ensuring that customer perspectives are considered in decision-making processes.
• Ensure seamless customer handoffs between sales, onboarding, and support teams to maintain continuity and a positive customer experience.
• Proactively recommend new features or improvements based on customer feedback to enhance the product and better meet customer needs.
• Adhere to the quality standards and safety procedures as per the company guidelines and local regulations.
• Take appropriate actions in relation to any hazards and work related issues, and escalate as needed, in order to ensure prompt and effective resolution
• Perform other job-related tasks as assigned by the line manager, in order to ensure the fulfillment of organizational objectives.

What To Bring

• Bachelor's degree or any relevant education
• flexibility working in the US timezone
• 1-2 years of professional experience
  
• excellent command of written and spoken English
• Strong cross-functional collaboration experience to support customer success. 
• Experience with both EU and US markets is a plus.
• International Education is a plus

What We Offer

• Great culture and growth opportunity
• The chance to personally impact Eon’s customer experience
• Push your boundaries, working with highly motivated and cross-functional teams

Interested?

Then, apply for this position by clicking on the apply button. All applicants must send an updated CV in English.