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Onboarding Customer Success Specialist

2 months ago

Pleasant Grove, Utah, United States Dental Intelligence Full time
Job Overview

About Us
We are a premier provider in the SaaS analytics and workflow domain tailored for dental practices, established to assist dentists in managing and expanding their operations. Our state-of-the-art technology enhances the experience for dental professionals and simplifies the patient journey. Approximately 9,000 dental practices leverage our platform to optimize their operations, achieving an average increase in production of 50% within the first year. Whether a practice seeks a comprehensive growth strategy or a more efficient daily routine, we alleviate the complexities of growth. Our platform empowers practices to attract patients, schedule appointments, follow up, process payments, complete forms, design treatment plans, and much more. We are in search of a skilled Onboarding Specialist to lead and nurture our installation and onboarding team.

Key Responsibilities:

  • Manage and cultivate customer relationships from the sale to successful implementation.
  • Ensure effective product implementation.
  • Assist customers in identifying their needs and managing timelines to realize value.
  • Collaborate with sales, product, and support teams to meet customer expectations throughout the journey.
  • Address customer inquiries via email, chat, and phone regarding implementation.
  • Conduct video and phone consultations to support customers during the onboarding phase.
  • Become a subject matter expert on our products and educate both internal teams and customers on their nuances.
  • Quickly adapt to and communicate product updates to customers and internal teams as necessary.

Outcomes You Will Achieve

  • Oversee the onboarding process for our customers - Ensure a seamless transition from Sales and user experience. Monitor customer progress towards planned milestones in accordance with the New Customer Workflow. Facilitate strategic discussions with practice management and staff on implementing our solutions to achieve a return on investment. Provide expert training on our product. Effectively manage your customer pipeline to ensure appropriate progress. Familiarize yourself with all customer education resources to recommend specific materials at the right times.
  • Report on Customer Onboarding Success - Utilize relevant metrics to report on your ability to navigate challenges and drive customer adoption and satisfaction.
  • Resolve Customer Escalations - Address escalated issues efficiently, involving other parties only when necessary. View challenges as opportunities to enhance customer service skills.
  • Foster Cross-functional Collaboration - Work alongside Sales and Customer Success to ensure smooth transitions at key points. Accountability for your efforts and holding others accountable is essential.

Qualifications

  • Experience in customer support or service roles.
  • Strong communication skills with the ability to adapt tone for different audiences.
  • Highly organized, prompt, and responsive with a proactive mindset.
  • Professional presentation skills tailored to various audiences.

Preferred Qualifications

  • Familiarity with Salesforce CRM.
  • Experience in the dental industry.
  • Proficiency in Confluence Cloud.

What We Offer

  • Flexible Time Off along with 10 paid holidays.
  • Competitive medical, dental, and vision benefits, including complimentary medical premiums for employees, with options for enhanced plans, plus matching contributions to HSA.
  • Company-sponsored life, disability, and AD&D insurance.
  • Mental health support programs, discounts on cellphone and gym memberships.
  • Fully paid parental leave.
  • 401K retirement savings plan with company matching up to 5.5%, along with unlimited access to financial advisors.
  • Tuition reimbursement program.
  • Flexible work arrangements available for most roles (in-office, remote, or hybrid).

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