About Us
We are the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more. We seek an experienced SMB Onboarding Specialist who can help our organization by delivering a tailored onboarding experience ensuring a swift and smooth implementation of our software solutions to our clients. If the profile below sounds like you - let's talk!
What you'll do :
We are dedicated to guiding clients through the intricate process of integrating cutting edge software solutions into their operations. Our commitment to deliver a tailored onboarding experience ensures a swift and smooth implementation of our software solutions.
Outcomes you'll own :
Oversee the Onboarding Journey for SMB Accounts
- Own and manage customer relationships
- Ensure close adherence to the planned customer journey without delays
- Coordinate handoff from Sales, installation, user-access, and third-party vendors to ensure a smooth journey
- Manage pipeline to ensure customers are receiving timely service and trainings
- When necessary, create and monitor internal support cases to ensure resolution of any issues
- Respond to all customer inquiries in a timely manner
- Be familiar with and drive the adoption of digital resources such as the learn more buttons, in-app walkthroughs, knowledge base, and webinars
Milestone Achievement
Gather customer objectives to ensure the desired outcomes are achievedSelect a success plan that aligns with the customer goals, and drive adoption of those features to ensure the ROIEnsure all features are configured to customer specificationsEnsure solutions are integrated into the customer's daily operationsStrategic Conversations
Facilitate strategic conversations to obtain desired outcomes and results for successful adoption and utilization of our software solutionSpeak intelligently towards how the Dental Intelligence features can help the practice achieve and track their desired goalsHandle Escalations
If there are escalations, you strive to resolve the customer's concerns as efficiently as possible – only looping in other parties as necessarySeeing challenges as opportunities to turn things around for customers and develop your customer service skillsetExpert Level Training
Provide expert-level training on all the software solutions we offerPerformance Measurement and Reporting
Report on your ability to navigate challenges and roadblocks and drive utilization, adoption, and satisfaction.Report and record metrics for weekly L10's includingpre-appointment%
number of completed eventsnumber of accounts in green with next scheduled event within two weeksnumber of accounts in red w / 0 scheduled event in the next two weeksaccounts at risk or requested to cancelSend Customer Satisfaction Survey's out after each learning sessionTeam Player
Participate actively in team L10's, 1 : 1's, and other initiativesBe willing to help train or assist other team members when neededRaise issues openly and transparently. Give others space to communicate, listen activelyChallenge the status quo in order to better our team, processes and customer journeyWhat will make us REALLY love you :
Customer Onboarding Journey
Manages customer success plans, daily actions, tasks, CTA's in GainsightOnboarding success plans are created and strategies to implement the desired customer journey take are utilizedSends follow up emails after each learning session to recap and share next steps and digital resourcesSends customer CSAT survey out after each learning sessionL10, Scorecard
Understands L10 meeting flow, provides IDS topics as needed, maintains KPI scorecard weekly, participates activelyProduct Knowledge, Profitability Formula
Capable of consulting our practices according to data and best practices, help them achieve a ROI, and can answer most questions about features and functionalityExtensive knowledge of self-serve resources, our products' features and functions, our theory for successfully running a profitable dental practice, our SOPs and playbooks for different scenarios, etcSalesforce, Pipeline Management
Accessing dashboards and reports, reviewing account details and accessing relevant information, running reports when necessary, keeping detailed notes and logs of activities with customers, following up regularly to ensure customers are making appropriate progress through the journeyWhat you'll love about us :
Flexible Paid Time Off + 11 company-wide paid holidaysCompetitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.Company paid Life, Disability & AD&DMental Health support programs, Cellphone & Gym membership Discounts, Corporate Sundance Passes, and more!Fully Paid Parental Leave401K Retirement savings plan with company match up to 5.5% of your earnings+ unlimited access to personal financial advisors.Learning & Development Reimbursement programPlease Note : All offers of employment are contingent upon successful completion of a background check, which may include verification of education, employment history, and other credentials. By applying, you confirm that all information you have provided is accurate and complete to the best of your knowledge, and you understand that misrepresentation may result in disqualification or termination.
PI36a8a6961300-30511-38690297