SMB Customer Onboarding Specialist

Dental Intelligence Inc.

12h•Remote

About The Position

The SMB Customer Onboarding Specialist guides small and mid-sized dental practices through onboarding, early adoption, and successful configuration of Dental Intelligence tools. The role manages assigned customer relationships from post-sale through full adoption and serves as a strategic consultant and customer champion, helping practices integrate the software into daily operations and achieve long-term success. This fully remote position is open to candidates residing in any U.S. state where Dental Intelligence is authorized to employ. The specialist coordinates onboarding milestones and stakeholders, creates customer success plans, facilitates training and strategic conversations, resolves escalations, and documents customer interactions in Salesforce. The role also contributes to team collaboration, knowledge sharing, and process improvements.

Requirements

Experience in customer onboarding, customer success, or implementation.
Strong project management, organization, and time management skills.
Confident communication skills and the ability to lead strategic conversations with clients.
Comfort using Salesforce, Gainsight, Zoom, and digital training tools.
A proactive, curious, and empathetic team-oriented approach, with the ability to thrive in a fast-paced environment.

Nice To Haves

Experience in SaaS or dental/healthcare industries.
Bilingual Spanish speaker.

Responsibilities

Manage relationships with assigned SMB clients from post-sale through full adoption.
Coordinate internal and external stakeholders, including Sales, Installation, and IT, to support a seamless onboarding.
Proactively manage the onboarding pipeline and ensure training, support, and configuration milestones are completed on time.
Log detailed customer interactions and notes in Salesforce.
Learn and document each customer's goals and create tailored success plans.
Lead strategic conversations about how the software supports customer business goals and ROI.
Ensure software features are configured and incorporated into customers' daily workflows.
Deliver software training through one-to-one sessions and digital resources.
Handle escalations professionally and efficiently, resolving challenges with ownership and empathy.
Send recap emails, surveys, and follow-up resources after each session.
Participate in weekly team meetings, one-to-ones, and cross-functional initiatives.
Collaborate with peers, share knowledge, and help train new team members when needed.
Identify opportunities to improve processes and customer experience.

Benefits

Flexible paid time off and 10 company-wide paid holidays.
Medical, dental, and vision offerings, including free medical premiums for employees and buy-up plan options.
Company match for HSA contributions.
Company-paid life and disability insurance, and AD&D coverage.
Mental health support programs.
Cellphone and gym membership discounts.
Corporate Sundance Passes.
Fully paid parental leave.
401(k) retirement savings plan with company match up to 5.5% of earnings.
Unlimited access to personal financial advisors.
Learning and development reimbursement program.