• Experience in customer support/service
• 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

Desirable

• 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 our Customers - Coordinate a swift handoff from Sales and User-access experience. Ensure customers reach desired (planned) milestones according to the New Customer Workflow and monitor their progress closely. Facilitate strategic conversations with practice management and staff about how to implement our solutions and achieve a ROI. Provide expert-level training on our product. Manage your pipeline of customers effectively and make sure that customers are progressing appropriately. Be familiar with all the customer education resources so that you can prescribe specific materials at the appropriate times for our customers
• Report, with Data, On the Success of Our Customers in Their Onboarding Journey - Report, with the appropriate metrics, on your ability to navigate challenges and roadblocks and drive adoption and satisfaction
• Resolve All Escalations - If there are escalations, you strive to resolve the customer’s concerns as efficiently as possible – only looping in other parties of necessary. Seeing challenges as opportunities to turn things around for customers and develop your customer service skillset
• Cross-functional Alignment & Participation - Work with Sales and Customer Success to ensure smooth handoffs at the appropriate times. Being willing to hold others accountable, and being accountable yourself for your efforts, are critical