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Implementation Coordinator

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Irvine, California, United States Planet DDS Full time

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 Implementation Coordinator (IC) has full ownership for the successful, high touch implementations of our cloud-based dental software customized to each client's unique needs and operational practices. The IC is the primary point of contact for our clients during the implementation, charged with overseeing all aspects of the customer onboarding journey. ICs will provide customers with confidence, empathy, and clear direction by providing strong leadership, guidance and best practices. ICs align clients and internal resources to ensure implementations are completed on time with a focus on client satisfaction. The IC oversees several concurrent client implementations.
*This is a hybrid role (2x per week in office) supporting PST hours and can sit in either our Irvine, CA or Phoenix, AZ offices.
RESPONSIBILITIES and JOB DUTIES:

  • Serve as the primary point of contact (internal and external) during the implementation process with responsiveness and customer care.
  • Advocate for client's needs throughout the organization and drive activities and decisions that will enable a client's successful launch.
  • Evaluate each client's unique needs and abilities to deliver the appropriate level of support for a positive experience, ensuring all relevant parties stay on track and meet agreed upon milestones.
  • Provide clients with best practice recommendations and guidance.
  • Create, manage, deliver, and review project plans and deliverables.
  • Coordinate client data migrations, education, and third-party integrations.
  • Lead internal and external meetings including kickoff, setup, weekly status, etc.
  • Understand and meet performance metrics related to implementation scope, timelines, and budget.
  • Maintain understanding of new product offerings and potential impacts to active and future clients.
  • Identify and share opportunities to improve the customer journey and experience with our products.
  • Other duties as necessary

SKILLS/QUALIFICATIONS:

  • 3+ years of experience managing multiple, simultaneous projects
  • Strong written and oral communication skills
  • Ability to manage through conflict
  • Ability to work independently and as a collaborative team member
  • Exceptional time management, facilitation, and organizational skills
  • Ability and availability to work weekends and evenings as needed
  • Previous experience in a SaaS company and/or healthcare/dental is beneficial