SMB Customer Onboarding Specialist

Dental Intelligence Inc.

2d•Remote

About The Position

As an SMB Customer Onboarding Specialist, you will guide small and mid-sized dental practices through a seamless onboarding experience. Your role is critical in driving early adoption, ensuring configuration success, and empowering practices to integrate our tools into their daily operations. You’ll serve as both a strategic consultant and customer champion—ensuring each account is set up for long-term success.

Requirements

Experience in customer onboarding, success, or implementation—ideally in SaaS or dental/healthcare industries.
Strong project management, organization, and time management skills.
Confident communicator who can lead strategic conversations with clients.
Comfortable using platforms like Salesforce, Gainsight, Zoom, and digital training tools.
A proactive, curious, and empathetic team player who thrives in fast-paced environments.

Nice To Haves

Bi-Lingual Spanish speaker is a plus

Responsibilities

Manage relationships with assigned SMB clients from post-sale to full adoption.
Coordinate internal and external stakeholders (Sales, Installation, IT, etc.) to ensure a seamless onboarding.
Proactively manage your pipeline to ensure timely training, support, and configuration milestones are hit.
Log detailed customer interactions and notes in Salesforce to maintain pipeline visibility.
Learn and document each customer’s unique goals and create success plans tailored to those objectives.
Facilitate strategic conversations around how our software supports business goals and ROI.
Ensure all features are configured and incorporated into daily workflows.
Provide expert-level software training through 1:1 sessions and digital resources.
Handle escalations professionally and efficiently, resolving challenges with ownership and empathy.
Send recap emails, surveys, and follow-up resources after every session to reinforce learning and satisfaction.
Actively participate in weekly team meetings, 1:1s, and cross-functional initiatives.
Collaborate with peers, share knowledge, and help train new team members when needed.
Identify opportunities for process improvements and customer experience enhancements.