Digital Client Success

**JOB OVERVIEW**

The Client Success / Implementation Specialist is a skilled administrative team member with relevant dental and/or customer service experience who is responsible for building and maintaining long-term relationships with the customer and stakeholders by ensuring overall satisfaction, retention, growth, and profitability while using CareStack SaaS. You will act as the direct liaison for escalations and project management during the client’s life-cycle journey, providing assurance of the product's ability to fit comfortably into the customer's life once integrated. This position requires you to support key aspects of an implementation project, such as solution build, testing, quality assurance, and deployment. Moreover, the Digital Client Success Specialist will assist in managing Straumann's digital software portfolio, including Co-diagnostic and Smile Cloud. This role involves providing training and education to internal stakeholders and conducting training sessions for doctors.

**POSITION PURPOSE**

You are accomplished in building trusting relationships with brand executives and hold industry knowledge in operations excellence of the dental practice. You are concise, passionate, inspired, and inspiring.

**KEY RESPONSIBILITIES**
- Account owner and primary escalation triage for live clients.
- Hold regularly scheduled business reviews with clients to maintain overall practice operational health, with quarterly and annual communication thereafter.
- Draw actionable data from insights derived from analytics monitoring and long-term strategy.
- Practice SOP review and consulting as needed.
- Client guidance and facilitation of custom operational reports.
- Best practice guidance to change management, with a dynamic approach to long-term efficiencies.
- Meeting metrics of reducing client churn, nurture long-term relationship management to drive growth and increase client retention.
- Develop client referral relationships; identify opportunities for additional revenue
- Build relationships with new and existing clients to gain referrals and introductions to potential clients.
- Redirection to appropriate departments as needed.
- Determine knowledge and usage gaps of end users to ensure they are leveraging their CareStack.
- Identify the patterns of the end users on what they may be doing differently than others, understand why, and recommend changes to improve overall workflow efficiency and effectiveness.
- Guide clients on product adoption of features of and rollouts a new features.
- Support the overall implementation project and interface with all essential internal constituents (and clients as necessary), utilizing a thorough and proactive implementation process
- Oversee product validation and configuration, including imports, templates, and more
- Provide education to clients on Straumann’s digital solutions such as CareStack, Co-diagnostic and smilecloud functionalities, best practices, workflows, and set up items, and their impact
- Maintain levels of communication internally to create high levels of project transparency over the whole project timeline and work cross-functionally to ensure all requirements are met for successful customer launches
- Provides end-user support (remotely or onsite) during the implementation process and completes proper documentation, Provide amazing customer service and immediate attention to your customer requests

**CORE PROFESSIONAL ATTRIBUTES**
- Act with the client in mind.
- Act in a professional manner with clients, professional peers, and management.
- Able to develop excellent rapport with clients.
- Demonstrate a positive attitude.
- Demonstrate an ability to work in a fast-paced, busy environment while maintaining composure, staying on task, and providing a high-quality service experience for clients.
- Team player; willing to step in and assist a fellow team member in need of help without being instructed.
- Flexible to support change, with varying schedules and/or assignments as necessary.
- Self-motivated with the ability to exceed client expectations.
- Excellent organizational skills to effectively handle multiple tasks.
- Comply with standard operating protocols and procedures.
- Demonstrate and promote superior customer service skills.
- Possess excellent interpersonal communication skills.
- Comply with company guidelines and policies.

**QUALIFICATIONS**
- Experience in the dental or medical field is strongly preferred
- Added experience in SaaS would be a plus
- Demonstrated knowledge of schedule coordination and operational best practices.
- Basic knowledge of dental terminology, services, clinical and administrative workflows, and financial terms
- Experienced with dental practice management systems such as Plato, ClinicAssist, Medisys, D4W, Exact and others
- Strong written and verbal communication skills.
- Strong computer skills and understanding of software development process
- High School Diploma or equivalent.