Implementation Team Leader

Curve Dental; Provo (UT); On-site; USD 50,000 - 65,000; Full time

Job summary

Curve Dental is seeking an Implementation Team Coach to guide the team through coaching, mentoring, and educational initiatives. The role supports daily operations to advance projects, mitigate problems, and ensure timely completion of assignments.

You will act as the primary resource for the Implementation Team, enabling project success through consistent accessibility and strong operational support.

Qualifications

• Must have a High School diploma or equivalent.
• At least 1 year of customer service and project management experience.
• Experience with medical or dental software preferred.
• Familiarity with teleconferencing and web meeting tech is beneficial.

Responsibilities

• Oversee implementation processes and coordinate tasks with implementation, training, and data services teams.
• Coach and motivate team members to ensure timely project completion.
• Conduct personalized coaching sessions focusing on project management and problem solving.
• Ensure consistent reporting of issues and challenges in training or data conversion.
• Review project status and provide feedback and action plans.
• Set quality, measurable goals for team members.
• Maintain team attendance, weekly reports, and performance discussions.
• Monitor meetings and provide feedback to improve customer experience.
• Identify risks, perform root-cause analysis, and drive optimal resolutions.
• Promote transparent communication and timely information flow.

Skills

Windows

Mac OS

Internet technologies

Hardware basics

Network troubleshooting

Multi-tasking

Deadline-driven

Education

High School diploma or equivalent

Tools

Teleconferencing tools

Job description

JOB SUMMARY

Deliver guidance to the Implementation Team through active coaching, mentorship, and educational initiatives. Support daily department operations to confirm project advancement, prompt problem mitigation, and the punctual finalization of all active assignments.

JOB GOAL

Act as a primary resource for the Implementation Team, facilitating project success through consistent accessibility and operational support.

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

1. Oversee implementation process, coordinate tasks and processes working with the implementation, training, and data services teams, resolving any conflicts that may exist. Drive focus in completing projects by each team member.
2. Instill motivation and excitement to work with clients and strive to have timely completion of implementation projects.
3. Conduct personalized coaching sessions with every team member, focusing on optimizing project management, navigating challenges to reach resolutions, identifying growth opportunities, and establishing measurable objectives.
4. Verify the consistent reporting of project related issues and persistent challenges involving training or data conversion by each team member.
5. Review project status and provide feedback on concerns and plans of action.
6. Facilitate the setting of quality, measurable goals to develop each individual team member.
7. Maintain team member records including attendance, weekly reports, team contributions and discussing concerns with each individual.
8. Monitor team members implementation meetings providing feedback regarding meetings, utilizing the review to enhance the customer experience.
9. Proactively detect risks and conduct root cause analysis to evaluate alternatives, ensuring the execution of optimal resolutions. Challenge team assumptions and verify project milestones, schedules, and interconnections regularly.
10. Promote transparent communication and facilitate an unhindered flow of information, getting the right information to the right person through the right channel exactly when it is needed.
11. Manage weekly implementation team training/meeting to ensure that all questions are answered, discuss potential concerns while working to mitigate any roadblocks.
12. Maintain weekly agenda for the team meeting, ensure new product feature and process training is scheduled as part of the meeting
13. Assist with completion of implementation department metric measurement and reporting
14. Compile and report weekly implementation service stats, as well as weekly and monthly stats.
15. Gather data for monthly report card meetings, determining goals for the team member.
16. Assist the Manager of Implementation with metrics for measuring team and individual performance, and client satisfaction.
17. Assist with creating team member reviews by providing feedback and statistical information.
18. Maintain implementation content including presentations, scripts and other process guides and requirements.
19. Presentations reviewed and updated regularly with any changes in the implementation process.
20. Scripts updated to match the presentation material
21. Maintain and develop knowledgebase (Curve Community) for implementation department , internal, and external use including operating procedures and product knowledge
22. Demonstrate ability to determine topics that need to be updated or added to Community for internal and external purposes. Add those topics accordingly
23. Preserve an effective balance of quality and quantity

ADDITIONAL RESPONSIBILITIES

1. Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all Company policies and procedures.
2. Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

JOB QUALIFICATIONS

EDUCATION

• High School diploma or equivalent

EXPERIENCE

• A minimum of 1 year previous customer service and project management experience
• Previous experience in medical or dental software strongly preferred
• Experience using teleconferencing and meeting web technologies

KNOWLEDGE AND SKILLS

• Strong working knowledge of Windows and Mac OS
• Working knowledge of Internet technologies
• Basic knowledge of computer hardware, database structure and network troubleshooting
• Ability to multi-task handling questions effectively while working on projects
• Ability to complete assignments on tight deadlines