This position is responsible for providing the functional solution expertise to the customer during the onboarding process
Create and deliver workflow analysis presentations as well as organization build workshops
Conduct validation sessions for organization build, trial conversions, Smart Start, training plans, product analysis, and professional services statements of work (PST-SOW)
This position is responsible for oversight of end users, superuser, and other training delivered during the onboarding process
Managing the coordination of the contract trainers, as well as ensuring the proper transfer of knowledge from workflow analysis and organization building workshops to the superuser and end user training
Coordinate the execution of the defined customer training plans with the trainers
Schedule, create work assignments, and inform contract trainers that provide superuser, end user, and other training needs that are delivered during the onboarding process
Conduct knowledge transfer discussions with trainers to provide customer expectations, specific workflow needs and change management strategies
Complete Workflow Analysis and/or oversee a trainer that completes the onsite Workflow Analysis
Work with the customer to complete the Organization Build Workshops or SmartStarts and validation
Schedule and conduct planning, building, and validation workshops with the customer
Management of project tasks, add on training, and post Go Live tasks
Assist and collaborate with the project manager
Continue to oversee and manage the remaining tasks and training that cannot be completed prior to the live conversion
Recognize and provide input into process improvement
Lead process improvement efforts as needed
Collaborate with the Sales and Customer Success teams to advise on the successful onboarding of Henry Schein ONE purchased solutions as needed
Work toward and assist in the achievement of individual, team, department, and company goals
Manage multiple/simultaneous Onboarding projects and resolve customer escalations
Requirements
Typically, 2 to 4 years of related professional experience
Typically, a bachelor’s degree or global equivalent in related discipline
Minimum of 3 years of practice management solution training or management, relevant Dental Industry experience, or Solution Consulting experience with software in a SaaS Cloud environment
Dental Software Experience (Dentrix Ascend/Core/Enterprise, Dental Technology or other software)
Ability to see and present 'the big picture’, uncover business challenges and architect solutions to solve customer problems
Strong customer-facing and relationship-building skills
Demonstrated excellent verbal and written communication skills; needs analysis, positioning, business justification, and closing techniques
Demonstrates a high level of proficiency with customers in the Strategic Accounts segment with a deep understanding of the problems facing the complexities of large DSOs and NDSOs
Intermediate degree of understanding with competitive products
Strong understanding of industry practices
General proficiency with tools, systems, and procedures
Good planning/organizational skills and techniques
Good decision making, analysis and problem solving skills