Client Success Manager

Xcelerator Dental is not your typical agency. We show up to redefine growth within the industry, every single day. Our unique approach, unparalleled customer service, and our people are the drivers of collaboration, innovation and lasting, impactful change for our clients.

This isn't just a job. Your opportunities at Xcelerator Dental are endless and we want you to join our team guns blazing, ready to hit new levels in your career. We will invest in you and work closely with you to develop your skills and progress within the company. There will be opportunities for long-term progression. We share ideas regardless of role, harness team spirit and take pride in celebrating our work.

Our Purpose and Just Cause

To simplify the path to growth and take the stress of marketing away from dental practices, so they can focus on delivering exceptional patient care. We aim to redefine success and create a future where dental practices and marketing partners work together in true alignment, for sustainable success in an ever-changing world.

You

• You are a people's person. You understand what it takes to build new client relationships and nurture existing ones, and you are ultimately responsible for client retention.
• Your natural ability to manage relationships is key to this role, as is an uncompromised attention to detail when it comes to follow-ups and written communications.
• You will be working across multiple client accounts, managing existing accounts and nurturing new ones.
• Your dental understanding means you can instil confidence in practice owners and their teams.
• You have a solid understanding of the new dental patient enquiry process and how to nurture new patient leads into starts.
• You have a good understanding of digital platforms which are part of a well-oiled dental practice including PMSs and CRMs.
• You are passionate about customer service and understand how this is the one way practices can stand out from one another.
• Confident and calm under pressure, demonstrating empathy and understanding to help clients who may be frustrated.
• A multitasker who enjoys working in a fast-paced agency environment.
• Passionate, enthusiastic, and a self-starter.
• You thrive on working in an environment which is fast-paced, hands-on, not 9 to 5, with big and flexible development and growth opportunities, and where you have the opportunity to make a real difference.

The role

You will ultimately be responsible for creating and maintaining amazing client relationships through outstanding levels of communication, top performance and ensuring client satisfaction.

Own the client relationship

• You'll be on top of what each client stakeholder is trying to achieve, nurturing your relationships into partnerships, and living and breathing our agency values.
• We are an extension of their team and our goal is for them to feel like they can't operate without us.
• Developing relationships with practice teams as well as the Principal.
• Responsible for ensuring performance of campaigns and business growth of clients -- ultimately revenue and patient starts.
• Identify opportunities to extend client relationships.
• Guide clients through our digital growth programs, rolling out relevant strategies at the right time.

Client performance

You will be responsible for ensuring clients are performing and getting the results needed for client retention. A core part of this will be working closely with clients to ensure:

• A structured onboarding process.
• They are using our systems in the best way for their practice, including the CRM and our online review management system.
• They are following best practices for lead management and conversions -- training them as needed in various aspects of this.
• Training reception teams in lead handling and conversions.
• Consulting on and implementing best practice strategies for increasing patient numbers through new patients, existing patients and referring dentists.

Campaign and project management

You will work closely with our delivery team to deliver perfect digital strategies that meet client and agency objectives. You will ensure output is delivered to the highest of standards.

• Timely and quality delivery of all work.
• Full campaign management of promotions and events such as Invisalign open day.