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Planet DDS
Newport, CA | Full Time
$116k-162k (estimate)
7 Months Ago
Implementation Coordinator
Planet DDS Newport, CA
$116k-162k (estimate)
Full Time | Ambulatory Healthcare Services 7 Months Ago
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Planet DDS is Hiring an Implementation Coordinator Near Newport, CA

Planet DDS is the leading provider of cloud-enabled dental software solutions serving over 10,000 practices in North America with over 60,000 users. The company delivers a complete platform of solutions for dental practices including Denticon Practice Management, Apteryx XVWeb Digital Imaging, Cloud 9 Practice Management (for Orthodontist practices) and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices in North America.

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 will be charged with overseeing all aspects of the customer onboarding process including but not limited to: account setup support; definition and management of project timelines; facilitation of onboarding meetings and activities; working with third party vendors; managing data conversions; maintaining timely documentation in our project management software (Mavenlink) and cross-referencing Salesforce to confirm Client subscriptions, contacts and other necessary information needed for reporting and implementation reasons. ICs will provide customers with clear direction, guidance, and best practices to ensure implementations are completed on time and to the highest level of the client’s satisfaction. The IC will be expected to lead simultaneous implementations for multiple clients at the same time.

The Client implementation process at Planet DDS is triggered when a new client signs on to use Denticon software or when an existing client wishes to onboard additional practice locations. The implementation process ends when a client’s dental offices are successfully using Denticon day-to-day. The IC will be a key member of the team, serving as the client’s first point of contact (beyond sales) with the company and our software. The IC reports directly to the Manager of Implementation.

RESPONSIBILITIES and JOB DUTIES

• Serve as the single point of contact (internal and external) during the entire implementation process providing the best, customized implementation experience for each client

• Evaluate each client’s unique needs and abilities to determine the level of support the client will need for a successful implementation

• Understand the customer’s operational workflows to optimize their system setup and business practices

• Partner with Training to design optimal training and setup strategies based upon customer workflows and needs

• Provide customer with best practice recommendations and prescriptive guidance throughout the implementation process

• Create, manage, and review project plans with all customers through their implementation completion

• Provide timely documentation within our project management software

• Coordinate client data migrations, initial trainings, and third-party integrations

• Lead internal and external calls as necessary, collaborate with other teams for special projects

• Respond to calls, e-mail messages, and incident tickets in line with company policies

• Provide solutions and workarounds to client issues and concerns

• Ensure all relevant parties stay on track and meet deadlines

• Monitor industry best practices for new processes/technology that can improve onboarding

• Introduce new methodologies to make our implementation practices more efficient

• Above all else, own the process for turning new client implementations into subscription revenue

• Contribute to the company’s success by taking on unrelated tasks as necessary

• Directly oversee your own portfolio of Clients – manage your own caseload of implementation projects

• Understand and meet the performance metrics related to weekly/monthly go live and MRR goals.

• Understand meet the established performance metrics around the implementation tasks (for example, # days from Close Won to project creation, # days from Close Won to kick off call date, etc.)

• Maintain relationship and work collaboratively with the Product Team to understand new product offerings, delivery schedule and the impact of such to the implementation and the customer

• Look for ways to improve the customer experience with our products. Share your feedback as well as feedback from the customer on the Planet DDS products with the Product Team.

SKILLS/QUALIFICATIONS

• 3 years of experience in a project coordination or implementation management role with experience managing multiple, simultaneous client projects (preferably in a SaaS environment)

• Preference will be given to candidates with previous healthcare/dental software experience or experience in a healthcare/dental environment

• Must be a highly organized, self-starter with exceptional attention to detail and accountable to deadlines

• Strong organizational skills are imperative as are strong written and oral communication skills

• Solid interpersonal skills to assist in dealings with a wide range of client personalities

• Proven ability to work independently or as a collaborative team member

• Demonstrated ability to quickly learn new software

• Bonus points for previously working in a SaaS customer support or customer success role

• Exceptional time management, facilitation, and organizational skills

• Experience with various project management frameworks

• Passion for details and consistency

• Strong collaboration and communication skills

• Ability to handle simultaneous projects with competing priorities

• Ability to engage throughout the department and the company to achieve goals

• Ability to work in a fast-paced environment with minimal supervision

• Sense of ownership and pride in your performance and its impact on the company’s success

• Ability and availability to work weekends and evenings as needed

Planet DDS Core 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 honesty, 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.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Ambulatory Healthcare Services

SALARY

$116k-162k (estimate)

POST DATE

08/07/2022

EXPIRATION DATE

09/21/2023

WEBSITE

planetdds.com

HEADQUARTERS

NEWPORT BEACH, CA

SIZE

50 - 100

FOUNDED

2003

TYPE

Private

CEO

HANNAH COHEN

REVENUE

$10M - $50M

INDUSTRY

Ambulatory Healthcare Services

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Planet DDS develops a cloud-based platform that provides dental practice management solutions.

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