JOB OVERVIEW:

This position is responsible for providing training for Ascend Practice Management Software (PMS)

to all new or existing customers. Ensure timely and effective customer service expectations are met and/or always exceeded. Works toward and assists in the achievement of individual, team, and department goals.

KEY RESPONSIBILITIES: 

• Facilitate remote training calls and onsite visits with new and existing customers using standardized curriculum agenda

• Instruct offices using prepared curriculum on each topic

• Provide post training session documentation on related topics

• Maintain updated calendar

• Responsible for excellent time management skills to achieve customer service expectations

• Maintain individual utilization and productivity goals as determined by leadership

• Schedule follow up sessions or webinars with customers as needed

• Provide email communication to offices and other team members as required

• Attend and participate in weekly team meetings

• Document sessions within CRM system

• Work on several different software platforms to retrieve customer data for monitoring

• Maintain a personal CSAT score of 90% or above

• Work with Implementation team members to coordinate Ascend training

• Collaborate with Support team members to resolve technical issues for customers

• Communicate with Team Leader and/or direct supervisor on complex

issues for customers

• Provide shadowing opportunities on a consistent basis for new employees across multiple

teams and departments

• Mentor new employees throughout their onboarding process

• Participates in special projects and performs other duties as required based on current

business needs

• Ability to travel up to 65%

KNOWLEDGE: 

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY: 

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice determining appropriate action. Build productive internal/external working relationships.

SUPERVISION: 

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

MINIMUM WORK EXPERIENCE: 

Typically, 2 to 4 years of related professional experience.

PREFERRED EDUCATION: 

Typically, a bachelor’s degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES: 

• Intermediate understanding of industry practices

• General proficiency with tools, systems, and procedures

• Basic planning/organizational skills and techniques

• Good decision making, analysis and problem-solving skills

• Good verbal and written communication skills

• Basic presentation and public speaking skills

• Basic interpersonal skills

• Developing professional credibility

SPECIFIC KNOWLEDGE & SKILLS: 

• Practice management software and services including Henry Schein solutions experience

• Professional training experience

• Dental industry experience

• Proficient with Microsoft Office products

PERFORMANCE REQUIREMENTS: 

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meeting expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel up to 65%. Office environment. No special physical demands required.