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, 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.

Deliver world class assistance to our top clients and champion the voice of the customer through direct interaction and by leveraging technology. Providing proactive evaluation, support, and services. The Customer Success Manager will become a trusted advisor ensuring that our clients are leveraging Denticon to its fullest potential and gaining maximum value from our product and services. This position requires business acumen, the ability to engage with broad audiences, critical thinking skills, and a passion for customer service.

ESSENTIAL JOB DUTIES

• Establish and maintain effective relationships with customers at all levels including key decision makers
• Perform post live check-ups to ensure recently onboarded clients are abreast of Denticon best practices and build a relationship of advocacy
• Perform quarterly business reviews to understand and discuss how the customer is using our products and services and identify opportunities to improve their overall experience through additional training, offerings, and best practices
• Become an expert in Denticon and our other offerings. Handle complex account management issues and understand when issues can be solved with other Planet DDS products/services.
• Provides stellar proactive support and reactive support as necessary
• Effectively tracks all client communication while staying on top of pending tasks
• Utilizes project management, ticketing, and client success software to track and manage client relationships

OTHER RESPONSIBILITIES

• Be responsive to requests from internal and external parties
• Maintain a pro-active approach and act with initiative but ask when in doubt
• Maintain professional and technical knowledge in the discipline of tech development/IT by reviewing professional publications, establishing personal networks, and participating in professional groups where appropriate
• Promote and espouse the Planet DDS Core Ideology

TRAVEL REQUIREMENTS

• Occasional. Less than 15%.

REQUIRED EDUCATION AND EXPERIENCE

• Dental experience is required. Exposure to multi-office practices or DSOs is preferred
• Be located near Irvine; the position will be in-office with some virtual work flexibility when fully up to speed
• Demonstrated ability to quickly learn new software and tools; must be software savvy
• Must be analytical, detail oriented, and able to effectively prioritize tasks
• Experience with Denticon, Totango, or Zendesk is preferred
• Able to think critically and resourcefully solve problems in a timely manner
• Exceptional written and verbal communication skills are imperative
• Must be a highly organized, self-starter, that is accountable to deadlines
• Solid interpersonal skills are necessary with the ability to interact with a wide range of personalities effectively and professionally

This role is hybrid working out of our Newport Beach, CA office.

Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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.

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