Strategic Account Leader

Curve Dental; Alpharetta (GA); On-site; USD 55,000 - 90,000; Full time

Job summary

Curve Dental is seeking an onboarding specialist to guide Dental Service Organization accounts through Curve Hero implementation. You will lead best-practice onboarding discussions, review processes, create training curricula, and work hands-on with data conversion to ensure successful adoption.

You will coordinate with PMs, conversions technicians and trainers to deliver projects on time, mitigate risks, and maintain a strong client relationship throughout the onboarding lifecycle.

Qualifications

• High School diploma or equivalent.
• 1+ year of customer service and project management experience.
• Experience with medical or dental software preferred.
• Experience using teleconferencing and meeting web technologies.

Responsibilities

• Lead onboarding projects for Curve Hero implementations.
• Coordinate tasks across PM, data services and training teams to meet timelines.
• Serve as liaison between PMs, data/conversions and trainers to maintain workflow.
• Identify risks early, propose solutions, and ensure client expectations are met.
• Outline current processes and develop best-practice onboarding methodologies.
• Develop training materials in multiple media and deliver training to clients.
• Coordinate onsite live support for final onboarding steps.
• Maintain long-term client relationships through account management and feedback.
• Keep product knowledge up-to-date with new Curve features.

Skills

Customer service

Project management

Presentation / training

Stakeholder management

Education

High School diploma

Tools

Teleconferencing

Web conferencing

Job description

JOB SUMMARY

Partnering with Dental Service Organization accounts to determine the best approach for implementing the Curve Hero software. The position will lead the office through best practices discussions, process change review, create custom training curriculums and work hands on with the data conversion.

JOB GOAL

To ensure that DSO Clients are successful in their onboarding of the Curve Hero software and facilitate a long lasting partnership.

JOB RESPONSIBILITIES

ESSENTIAL DUTIES

1. Positioning with offices at the early stages of the sales cycle to discover needs of the group and how Curve can achieve the goals. Plan onboarding projects with these needs in mind.
2. Oversee and coordinate tasks and processes; outline the vision and define the roadmap with clear key deliverables; ensure timelines are met by working with the project management, data services and training teams to resolve any conflicts, to coordinate the completion of data conversions, and to deliver specific training programs.
3. Serve as a liaison between Project Managers, Conversions Technicians and Trainers to maintain a “bigger picture” perspective so as to maintain an optimal workflow while balancing expectations and the realities of resource and schedule constraints as well as client expectations. Encourage unhindered flow of information, which means getting the right information to the right person through the right channel exactly when it is needed.
4. Work with internal and client teams through the life of the onboarding project to identify any barriers and find solutions to challenges. Identify risk early, find the cause(s) of the problem, weigh different options, and define and implement the best solution possible. Ask the hard questions of the team and continuously confirm decisions, timelines and dependencies.
5. Lead discussion with client management and key team members to outline current processes and create best practice future processes that will define how we structure and implement the training program.
6. Develop training curriculum around way forward best practices and deliver the training in the format determined. Develop training material in different media to reach all types of clients including but not limited to flip book guides, webinars, self learning tutorials, videos, reading material in community, interactive learning.
7. Prepare all teams for onsite live support for final onboarding steps. Includes ensuring resources are prepared for any immediate data fixes, staffing effectively onsite based on the number of client team members, and preparing all other internal teams for effective assistance.
8. Sustain long term relationship through account management contact to provide high level support, identifying feature areas to be released that will benefit the customer and providing updates to the development team on product needs.
9. Maintain a high level of product knowledge and invest time in learning new product features as they are released.

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.
3. High travel requirements to meet onsite with clients.

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
• Ability to professionally present and train with confidence to high level stakeholders

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