![Planet DDS, Inc](https://media.trabajo.org/img/noimg.jpg)
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.
SKILLS/QUALIFICATIONS:
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
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