Implementation Coordinator
1 month ago
OVERVIEW
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 will be charged with overseeing all aspects of the customer onboarding process including but not limited to: account setup support; definition and management of project timelines; facilitation of onboarding meetings and activities; working with third party vendors; managing data conversions; maintaining timely documentation in our project management software (Mavenlink) and cross-referencing Salesforce to confirm Client subscriptions, contacts and other necessary information needed for reporting and implementation reasons. ICs will provide customers with clear direction, guidance, and best practices to ensure implementations are completed on time and to the highest level of the client’s satisfaction. The IC will be expected to lead simultaneous implementations for multiple clients at the same time.
The Client implementation process at Planet DDS is triggered when a new client signs on to use Denticon software or when an existing client wishes to onboard additional practice locations. The implementation process ends when a client’s dental offices are successfully using Denticon day-to-day. The IC will be a key member of the team, serving as the client’s first point of contact (beyond sales) with the company and our software. The IC reports directly to the Manager of Implementation.
This position must sit close to one of our office locations (Irvine, CA | Phoenix, AZ | Akron, OH | Atlanta, GA) and may require some evening and weekend work.
RESPONSIBILITIES and JOB DUTIES:
- Serve as the single point of contact (internal and external) during the entire implementation process providing the best, customized implementation experience for each client
- Evaluate each client’s unique needs and abilities to determine the level of support the client will need for a successful implementation
- Understand the customer’s operational workflows to optimize their system setup and business practices
- Partner with Training to design optimal training and setup strategies based upon customer workflows and needs
- Provide customer with best practice recommendations and prescriptive guidance throughout the implementation process
- Create, manage, and review project plans with all customers through their implementation completion
- Provide timely documentation within our project management software
- Coordinate client data migrations, initial trainings, and third-party integrations
- Lead internal and external calls as necessary, collaborate with other teams for special projects
- Respond to calls, e-mail messages, and incident tickets in line with company policies
- Provide solutions and workarounds to client issues and concerns
- Ensure all relevant parties stay on track and meet deadlines
- Monitor industry best practices for new processes/technology that can improve onboarding
- Introduce new methodologies to make our implementation practices more efficient
- Above all else, own the process for turning new client implementations into subscription revenue
- Contribute to the company’s success by taking on unrelated tasks as necessary
- Directly oversee your own portfolio of Clients – manage your own caseload of implementation projects
- Understand and meet the performance metrics related to weekly/monthly go live and MRR goals.
- Understand meet the established performance metrics around the implementation tasks (for example, # days from Close Won to project creation, # days from Close Won to kick off call date, etc.)
- 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.
- 3+ years of experience in a project coordination or 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
- Passion for details and consistency
- Strong collaboration and communication skills
- Ability to handle simultaneous projects with competing priorities
- 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
- Ability and availability to work weekends and evenings as needed
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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