Installation Specialist, SaaS

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 Installation Specialist that will serve as one of the first points of contact during a new client’s onboarding. This role will facilitate the smooth and prompt installation of the Dental Intelligence modules while nurturing the excitement created by sales to set up the onboarding journey for success.. If the profile below sounds like you - let’s talk! 
 
What You'll Do 
As an Installation Specialist at Dental Intelligence, you'll be responsible for efficiently completing client installations, ensuring a smooth onboarding process. This includes assisting clients with third-party activation forms, configuring portals, and troubleshooting any issues that arise. You’ll collaborate with internal teams, escalate issues when necessary, and maintain clear communication through detailed written notes. Your role involves managing a backlog of accounts, tracking issues, and proactively working to resolve them. You'll guide clients through the onboarding journey, providing exceptional customer service and communicating next steps clearly. Your attention to process and procedure will ensure accurate and timely installations, while your feedback will help improve workflows. With a focus on customer success, you’ll maintain strong relationships and help clients navigate any challenges during the onboarding process.

Outcomes You'll Own

• Work with assigned client offices to complete installations efficiently, while troubleshooting and solving issues as they arise. This includes but is not limited to:
  • Assist clients in filling out third-party activation forms
  • Complete the configuration of portals effectively
  • Collaborate on and escalate issues as needed
  • Successfully communicate the steps taken on an account with written notes
  • Successfully schedule the next steps of the onboarding journey and communicate its value to the client
  • Efficiently work through backlog accounts, tracking reported issues and communicating updates to the Onboarding Specialist
• Expert-level knowledge of the onboarding journey standard operating procedures
  • Memorization of accurate role descriptions an account will communicate with and memorization of the various steps of the onboarding journey
  • Successfully complete the correct processes and procedures for each client
  • Communication of pain points within current processes/ procedures and proactive feedback about how we can improve
• Customer service attitude
  • Nurture the excitement within offices as they are handed off by sales
  • Set up the onboarding journey for success
  • Accepting of and willing to provide feedback from/to peers, customers, and supervisors
  • Prompt responses to customers/co-workers questions via email or phone
  • Capable of handling escalations/objections and finding a resolution OR facilitating a smooth resolution process.  
• Success measures for this role: Number of installs completed Days to install, complete % of installs completed by goal (days) and number of aging cases

What You Need to Get the Job Done

• Customer Service Attitude, always looking out for the customers success in onboarding.
• Effective and professional communication with customers and coworkers
• Follow up with internal & external stakeholders with updates as they happen
• Ability to triage & prioritize accounts  
• Prioritize all accounts based on age
• Able to troubleshoot before escalating when issues arise
• Triage accounts to the correct team when issues arise
• Process and procedure awareness
• Ability to follow procedures as documented
• Ability to identify breaks in process and raise solutions or improvements

What Will Make Us REALLY Love you

• You have an ownership Mindset, taking true ownership of your assigned accounts
• You proactively address technical issues that arise, and serve as an endpoint for technical issues that may arise
• You have a great personality and are familiar with personality assessments and the 5 behaviors of cohesive teams.
• You’re a team Player that frequently participates in team & department meetings
• You raise issues in L10 or 1:1 meetings in a transparent, but constructive way.

What You'll Love About Us

• Flexible Time Off + 11 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 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 for most roles (in-office, work-from-home, or hybrid)