SMB Onboarding Specialist, Customer Facing

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 are seeking an individual with experience utilizing Dental Intelligence for our SMB Onboarding Specialist role that can help us to continue to grow with and inspire our clients. If the profile below sounds like you - let’s talk!

What You’ll Do:

• Own and manage customer relationships from the point of sale through successful implementation.
• Drive successful product implementation.
• Help the customer define their needs and manage their timeline toward seeing value.
• Work with sales, product, and support teams to ensure that each piece of the journey meets customer expectations.
• Respond to customer emails, chats, and calls regarding implementation.
• Complete video and phone calls to ensure that customers are supported during the onboarding process.
• Be a Dental Intelligence expert and discuss or educate on any nuance of the product internally and externally.
• Quickly pick up and disseminate any updates to the product, both to your customers and to your internal teams as needed

• Oversee the Onboarding Journey for SMB Customers
  • 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 achieved
  • Select a success plan that aligns with the customer goals, and drive adoption of those features to ensure the ROI
  • Ensure all features are configured to customer specifications.
  • Ensure solutions are integrated into the customer’s daily operations
• Facilitate strategic conversations and speak intelligently towards how Dental Intelligence can help the practice achieve and track their desired goal
• Handle Escalations
• Provide Expert Level Training 
• Measure and Report on Performance 

What You Need to Get the Job Done

• High School diploma and technical certifications or commensurate experience
• Experience in customer support/service
• Experience using Dental Intelligence or onboarding experience preferred
• Ability to communicate in a friendly voice and tune interactions to different audiences
• Highly organized, prompt, and responsive with an owner’s mindset
• Ability to present professionally in a friendly voice that is tuned to different audiences
• Be a team player

What You'll Love About Us

• Flexible Time Off + 10 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone & Gym membership Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.  
• Tuition Reimbursement program
• Flexible work location - this is a remote role with the ability to work some days in office in our Pleasant Grove, UT location, if local.