Implementation Coordinator
The Implementation Coordinator (IC) has full ownership for the successful, high touch implementations of our cloud-based dental software customized to each client’s unique needs and operational practices. The IC is the primary point of contact for our clients during the implementation, charged with overseeing all aspects of the customer onboarding journey. ICs will provide customers with confidence, empathy, and clear direction by providing strong leadership, guidance and best practices. ICs align clients and internal resources to ensure implementations are completed on time with a focus on client satisfaction. The IC oversees several concurrent client implementations.
*This is a hybrid role 2x per week in our Phoenix, AZ office with occasional limited travel (2-3x per year).
Responsibilities & Job Duties
- Serve as the primary point of contact (internal and external) during the implementation process with responsiveness and customer care.
- Advocate for client’s needs throughout the organization and drive activities and decisions that will enable a client’s successful launch.
- Evaluate each client’s unique needs and abilities to deliver the appropriate level of support for a positive experience, ensuring all relevant parties stay on track and meet agreed upon milestones.
- Provide clients with best practice recommendations and guidance.
- Create, manage, deliver, and review project plans and deliverables.
- Coordinate client data migrations, education, and third-party integrations.
- Lead internal and external meetings including kickoff, setup, weekly status, etc.
- Understand and meet performance metrics related to implementation scope, timelines, and budget.
- Maintain understanding of new product offerings and potential impacts to active and future clients.
- Identify and share opportunities to improve the customer journey and experience with our products.
- Other duties as necessary
- 3+ years of experience managing multiple, simultaneous projects
- Strong written and oral communication skills
- Ability to manage through conflict
- Ability to work independently and as a collaborative team member
- Exceptional time management, facilitation, and organizational skills
- Ability and availability to work weekends and evenings as needed
- Previous experience in a SaaS company and/or healthcare/dental is beneficial
PLANET DDS CORE IDEOLOGY
Why are we here?
Unleashing dentists and their staff to focus on patient care.
Where are we headed?
In the next 5 years, Planet DDS will remain the leading provider of cloud-based technology solutions in North America, expanding to serve more than 25,000 dental practices.
How do we get there?
To encourage measurable progress toward our vision and make the best decisions on behalf of employees and customers, we adopted a set of common values:
Collaborative – Working independently and across teams, we create scalable solutions to enable company growth
Empathetic – We are educated on the experience of our customers and feel vested in their success
Accountable – We feel ownership for the quality of our work and take pride in the positive outcomes
Trustworthy – We operate with integrity and honest, making promises we know that we can keep
Ambitious – We are driven by our ability to make a long-term, positive impact on the lives of dental market leaders
An Equal Opportunity Employer – Including Disability/Veterans