Manager, Implementation Services

Job Description

Job Description

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users.

The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, and Legwork Patient Relationship Management.

Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices.

The Manager, Implementation Services is responsible for overseeing the implementation team and respective customer go-live process from start to finish.

The main objective of this role is to lead team members in guiding customers through quick, successful, and accurate software and service delivery.

The Implementation Services Manager will work closely with other onboarding leaders to ensure the best possible customer experience and efficient onboarding.

The Implementation teams have full ownership for the successful, high touch implementations of our cloud-based dental software customized to each client’s unique needs and abilities.

They oversee all aspects of the implementation process including but not limited to : account setup; creation and management of project timelines;

facilitation of training sessions; working with third party vendors; managing data conversions; providing ongoing support and maintaining timely documentation in our project management software (Mavenlink) and cross referencing Salesforce to confirm Client subscriptions, contacts and other necessary information needed for report and implementation reasons.

This is a hybrid role working 2x per week in one of our office locations (Irvine, CA Phoenix, AZ Atlanta, GA Akron, OH)

JOB DUTIES

• Your team will own all customer and internal communication during onboarding so ensuring all project tasks are complete and on time is key.
• Develop project timelines and coordinate project resources related to implementation, conversion, and training related activities.
• Manage project resources from conversion, implementation, and training teams.
• Partner with customers to navigate change management and drive adoption of Planet DDS software, tools, and services as a new way of running their practice.
• Handle any escalations during the project timeline.
• Work closely with teams to ensure timely and quality deliverables based on scope of services.
• Contribute to continuous improvement of project management processes and optimized customer onboarding experience.
• Participate and strategize in Go To Market meetings and functions. Work alongside Product, Marketing, Sales, and Onboarding teams to develop and document processes to implement new products and services.
• Ownership of team reporting including regular throughput, monthly revenue recognition, initiative updates, and other items as deemed critical to the business.
• Primary point of contact for all things Cloud 9 and Legwork Implementations.
• Responsible for managing, coaching, and leading implementation team members and providing vision for ongoing and future state of the team as part of the larger Planet DDS family.
• Manage and coach team performance metrics related to weekly / monthly go live and MRR goals (for example, # days from Close Won to project creation, # days from Close Won to kick off call date, etc.)
• Oversee regular team documentation updates to ensure processes are kept up to date.
• Provide guidance to team on solutions and workarounds to address client issues and concerns.
• Maintain up-to-date company records including within our project management software with status of all onboarding clients for both internal and external (client facing) use.
• Contribute to the company’s success by taking on unrelated tasks as necessary.
• Maintain relationship and work collaboratively with the Product Team to understand new product offerings, delivery schedule and the impact of such to the implementation and the customer.
• Look for ways to improve the customer experience with our products. Share your feedback as well as feedback from the customer on the Planet DDS products with the Product Team.

Skills and Qualifications :

• 5+ years of management experience
• 3+ years of experience in an implementation management role with experience managing multiple, simultaneous client projects (preferably in a SaaS environment)
• Preference will be given to candidates with previous healthcare / dental software experience or experience in a healthcare / dental environment
• Must be a highly organized, self-starter with exceptional attention to detail and accountable to deadlines
• Strong organizational skills are imperative as are strong written and oral communication skills
• Solid interpersonal skills to assist in dealings with a wide range of client personalities
• Proven ability to work independently or as a collaborative team member
• Demonstrated ability to quickly learn new software
• Bonus points for previously working in a SaaS customer support or customer success role
• Exceptional time management, facilitation, and organizational skills
• Experience with various project management frameworks
• Strong collaboration and communication skills
• Ability to engage throughout the department and the company to achieve goals
• Ability to work in a fast-paced environment with minimal supervision
• Sense of ownership and pride in your performance and its impact on the company’s success

PLANET DDS CORE IDEOLOGY

Why are we here?

Unleashing dentists and their staff to focus on patient care.

Where are we headed?

In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.

How do we get there?

To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values :

Collaborative Working independently and across teams, we create scalable solutions to enable company growth

Empathetic We are educated on the experience of our customers and feel vested in their success

Accountable We feel ownership for the quality of our work and take pride in the positive outcomes

Trustworthy We operate with integrity and honest, making promises we know that we can keep

Ambitious We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders

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