Client Success Representative

Derby Dental Laboratory has been serving dental practices across Kentucky, Indiana, Ohio, and Tennessee since the mid-1980s. In the Louisville market, we're a well-established, well-known name, recognized for precision craftsmanship, responsive service, and long-term relationships with the practices we support.

We're hiring a Client Success Representative to grow our presence in the Louisville, KY market. This is a Louisville-based position: you'll work out of our office and build relationships with practices across Louisville and the surrounding areas.

Dentists are concentrated in Louisville, but there are real opportunities in the surrounding rural areas too, so expect a mix of road time and face time across the territory.

This role is centered on customer acquisition and new lead generation: identifying dental practices that aren't yet working with Derby Dental, building the relationship, and making the case for why they should choose us. Growth matters here, and steady attrition across the industry means new business development stays a priority even as we protect our existing relationships. Relationship selling is a big part of the job, and you'll work closely with our internal team throughout the process.

That takes real confidence and pride in what you do. There's also opportunity to build relationships with dental schools and larger dental groups, not just individual practices. Almost every practicing dentist already uses a lab, so the challenge is showing them why ours is the one worth choosing: our family feel, our local proximity, and the people they'll be working with.

You won't be doing this alone. Once you bring a new practice on board, you'll stay their point of contact and keep building that relationship, but our internal team owns the onboarding procedures and systems built specifically to keep customers long term. You'll also have a strong brand, marketing collateral, promotions, and technology and systems built to keep the job efficient, so you can focus on the parts you do best.

There's no one-size-fits-all profile here. Some strong candidates lean more toward business development, energized by prospecting and closing. Others bring clinical or dental industry experience and lean into being a technical resource for practices. We have clear goals for the territory, and we'll shape the role around your own strengths.

• New business development:
  You're the hunter for this territory. Find new practices, make the pitch, and bring them on board, whether that's an individual practice, a larger dental group, or a connection through a dental school.
• Trade shows, conventions, and CE courses:
  Represent Derby Dental at industry events and continuing education courses. This is a role for someone who genuinely enjoys client interaction in a variety of settings, not just the office or a scheduled visit.
• Client relationship management:
  Once a practice comes on board, stay their point of contact and keep building a trust-based relationship, especially through transitions like retirements, practice sales, or staff changes.
• Territory strategy:
  Use account data and our CRM to see where to focus attention, track pipeline, and plan a smart mix of road time and face time across the territory.
• Working with our support systems:
  Lean on our internal onboarding team, our brand and marketing collateral, promotions, and the technology and systems that keep the administrative side efficient, so you can focus on relationships and growth.
• Cross-functional collaboration:
  
  Partner closely with our Marketing and Customer Success teams, and coordinate with our other Kentucky territory representative so coverage across the state stays connected rather than siloed.
• Issue resolution:
  Be your customers' advocate. Our internal team handles the first line of issue resolution, but you'll stay available and responsive, especially given that we make custom, one-off prosthetics where the details matter, and work alongside that team to help get things resolved.
• Feedback and continuous improvement:
  Gather client feedback and relay it internally to drive ongoing improvements in service quality.
• Documentation:
  Keep accurate records of client interactions, case notes, and follow-ups in our systems.

• 3+ years of customer service, account management, or sales experience, with a genuine drive to prospect and close new business
• Dental industry background preferred (dental lab, DSO, practice, or supply), but strong…