Implementation Specialist

Remote Shift: 7:30am to 4:30pm Pacific Time

Pay Range: $24.00 to $26.00 per hour DOE

Implementation Specialist Position Summary:

The Implementation Specialist supports the sales team and clients. Some of the key responsibilities for this role include: communicate the value of our products and services with established or potential clients already identified, schedule implementation calls and walk through the process of implementation with the clients, answer clients’ questions and provide other support as requested or deemed helpful. This role works closely with sales department team members and takes escalated calls from other departments.

Why does this role matter?
The implementation specialist is the bridge between a product being sold and a product actually working for the customer. How a customer feels in their first 30 days often determines whether they renew, expand, or leave — and implementation specialists set that tone. Technology doesn't implement itself, and people don't change their workflows without guidance. Someone has to own that gap, and this role owns it completely.

What Impact will the new hire have in their first 6 months?
Within the first 6 months, the new hire will develop deep knowledge of our solutions and how they integrate with a wide range of practice management systems. Through hands-on experience, they'll build the instincts to troubleshoot issues, escalate when needed, and refine their onboarding approach over time. By the end of this window, they'll be owning implementations end-to-end — meaning customers go live because of their work.

What's the growth trajectory for this position?
This role opens real doors within DentalXChange. Because it immerses you across our full product suite and exposes you to how those products function within different practice management systems, you build a working knowledge that transfers almost anywhere in the company. Over time, strong performers take on senior or lead responsibilities — training new hires and working with larger, more complex clients. From there, paths into sales, technical roles, product management, VIP, or enterprise accounts are all realistic options. People who've done this role arrive at those transitions with something most candidates don't have: genuine hands-on experience with our products and clients, and a clear view of where improvements are needed.

What You’ll Do As Our Implementation Specialist:

• Answer escalated calls from sales and/or other departments to support clients.
• Manage activity, growth, services, and cancellations for one’s own assigned client portfolios.
• Perform various administrative tasks to support the sales team members.
• Actively manage the queue and timely schedule trainings for clients.
• Perform client demonstrations and software walk-throughs on our products and services.
• Reach out to clients that may need additional support.
• Proactively identify and work with clients who may be either considered as “at risk” of cancellation or may be a potential candidate for an upsell of services.
• Work effectively with other team members and other departments to ensure the maximum result for our clients within the protocols established for the position.
• Live DentalXChange’s Company values: Actively Care, Try Hard, Be Humble, Feedback is a Gift.
• Other duties as assigned.

What You’ll Bring to the Team:

• Associate's degree or equivalent experience preferred.
• Minimum of one (1) year of client services experience (major account experience preferred).
• Strong interpersonal skills to work effectively with other team members and various departments.
• Strong communication skills to perform client demonstrations and software walk-throughs on our products and services.
• Ability to successfully change priorities and successfully manage multiple projects at one time.
• Ability to effectively manage time and prioritize sales team’s goal.
• Ability to multi-task and adapt to changing expectations and priorities.
• Strong internet and personal computer skills are a must.