SMB Onboarding Specialist

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 seek an experienced SMB Onboarding Specialist who can help our organization by delivering a tailored onboarding experience ensuring a swift and smooth implementation of our software solutions to our clients. If the profile below sounds like you - let's talk

What you'll do:

We are dedicated to guiding clients through the intricate process of integrating cutting edge software solutions into their operations. Our commitment to deliver a tailored onboarding experience ensures a swift and smooth implementation of our software solutions.

Outcomes you'll own:

Oversee the Onboarding Journey for SMB Accounts

• 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

Strategic Conversations

• Facilitate strategic conversations to obtain desired outcomes and results for successful adoption and utilization of our software solution
• Speak intelligently towards how the Dental Intelligence features can help the practice achieve and track their desired goals

Handle Escalations

• If there are escalations, you strive to resolve the customer's concerns as efficiently as possible – only looping in other parties as necessary
• Seeing challenges as opportunities to turn things around for customers and develop your customer service skillset

Expert Level Training

• Provide expert-level training on all the software solutions we offer

Performance Measurement and Reporting

• Report on your ability to navigate challenges and roadblocks and drive utilization, adoption, and satisfaction.
• Report and record metrics for weekly L10's including
• • pre-appointment%
• number of completed events
• number of accounts in green with next scheduled event within two weeks
• number of accounts in red w/0 scheduled event in the next two weeks
• accounts at risk or requested to cancel
• Send Customer Satisfaction Survey's out after each learning session

Team Player

• Participate actively in team L10's, 1:1's, and other initiatives
• Be willing to help train or assist other team members when needed
• Raise issues openly and transparently. Give others space to communicate, listen actively
• Challenge the status quo in order to better our team, processes and customer journey

What will make us REALLY love you:

Customer Onboarding Journey

• Manages customer success plans, daily actions, tasks, CTA's in Gainsight
• Onboarding success plans are created and strategies to implement the desired customer journey take are utilized
• Sends follow up emails after each learning session to recap and share next steps and digital resources
• Sends customer CSAT survey out after each learning session

L10, Scorecard

• Understands L10 meeting flow, provides IDS topics as needed, maintains KPI scorecard weekly, participates actively

Product Knowledge, Profitability Formula

• Capable of "consulting" our practices according to data and best practices, help them achieve a ROI, and can answer most questions about features and functionality
• Extensive knowledge of self-serve resources, our products' features and functions, our theory for successfully running a profitable dental practice, our SOPs and playbooks for different scenarios, etc

Salesforce, Pipeline Management

• Accessing dashboards and reports, reviewing