Customer Onboarding Specialist

Customer Onboarding Specialist

Reports to: Manager, Onboarding

Job Family: Customer Success

Classification: Full-Time, Non-Exempt

Location Preference: Georgia, Utah, or Indiana

General Summary

The Customer Onboarding Specialist (COS) is responsible for delivering a seamless, value-driven experience for new Vyne Dental customers through expert training and onboarding. This role empowers customers to achieve their business outcomes by providing personalized onboarding and comprehensive training. The COS acts as the customer's advocate throughout their onboarding journey, fostering excitement, loyalty, and satisfaction. They will also identify expansion opportunities and work to reduce churn, ultimately aiming to create advocates for Vyne Dental by ensuring customers achieve their desired outcomes and successfully adopt our solutions.

Duties & Responsibilities

Seamless Onboarding Coordination

• Oversee the customer’s onboarding journey from sales handoff to successful implementation.
• Ensure a smooth and timely transition from the Sales Team, establishing a clear vision for success.
• Act as an accountability partner, guiding customers to adopt our solutions effectively.
• Facilitate a successful transition to the Customer Success Team, verifying that customer goals and outcomes have been met.

Tailored Training Delivery

• Conduct customized training sessions that address the unique needs of each customer.
• Clearly communicate the features, benefits, and best practices for using Vyne Dental products.
• Create engaging learning environments that instill excitement and confidence in customers.

Customer Relationship Management

• Maintain regular check-ins with customers to track progress and address any concerns.
• Serve as the primary point of contact for escalations, resolving issues independently whenever possible.
• Collaborate with cross-functional teams to swiftly remove roadblocks and ensure customer satisfaction.

Product Knowledge And Advocacy

• Continuously enhance your knowledge of Vyne Dental products, industry trends, and best practices.
• Confidently convey the value propositions of our solutions to customers, demonstrating how they address specific pain points.
• Identify and leverage expansion opportunities during onboarding and training.

Feedback And Process Improvement

• Collect and relay customer feedback to relevant teams to improve products, services, and overall customer experience.
• Contribute to developing and refining onboarding and training processes to enhance efficiency and customer outcomes.
• Other duties as assigned.

Physical Demand

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Security Role / Responsibility

• Protected Health Information (“PHI”): May have incidental access to and responsibility for the security of PHI/PI.
• Human Resource Information: May have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: May have access to and be responsible for securely administering financial accounts and corporate accounts.
• Application Admin: May have access to and be responsible for securely administering user access to corporate applications.

Qualifications

• High School diploma or equivalent experience.
• Minimum of 3+ years of relevant experience.
• SaaS customer support and/or dental office experience is desired.
• Ability to communicate confidently and assertively.
• Comfortable learning new technologies and software systems.

Key Skills & Abilities

• Communication: Assertive and clear verbal and written communication skills to effectively engage with customers.
• Systems & Domain Knowledge: Proficiency in using systems to manage customer onboarding and training processes efficiently.
• Product Expertise: In-depth understanding of Vyne Dental products and their benefits, with the ability to confidently convey their value.
• Organization: Exceptional organizational skills to manage multiple customers and maintain a structured calendar and task list.
• Customer Focus: Strong ability to address customer concerns and objections while fostering positive relationships.
• Team Collaboration: A team-first mindset with a commitment to collective success and a willingness to work collaboratively across departments.

Desired Outcomes

• Foster excitement and confidence in customers during onboarding and training.
• Reduce customer churn and create opportunities for account expansion.
• Lay the foundation for customers to become advocates for Vyne Dental.
• Ensure customers achieve their desired outcomes efficiently, enhancing their overall satisfaction.

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

Key skills/competency

• Customer Onboarding Specialist
• Customer Training
• Customer Success
• SaaS Support
• Onboarding Coordination
• Customer Relationship Management
• Product Knowledge
• Process Improvement
• Customer Advocacy
• Customer Retention