Digital Dentistry Customer Success Partner; Remote

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At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

• Medical, Dental and Vision Benefits Effective on Day 1
• 401k Package Effective on Day 1
• Paid Time Off Program
• Profit Sharing
• Associate Discounts and Community Giveback Programs
• College Tuition Savings Program
• Caring Family Culture Toward all Associates
• Certified as a FORTUNE Great Place to Work
• Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
• Family owned for 95+ years

Position Summary:

This role will provide customer on-boarding and technical support and assistance for 3D printers and scanners, digital imaging hardware and software, automation mills for medical products, computer hardware, as well as new and emerging dental technologies offered under the Digital Dentistry brand to customers. The Customer Success Partner provides tier 1 support to customers and coordinates with outside vendors for additional support when necessary.

The Customer Success Partner provides customers with education on proper use and maintenance of products under the Digital Dentistry brand, as well as information on basic troubleshooting procedures. The Customer Success Partner collaborates with Field Support Technicians to assist with onsite implementation of products under the Digital Dentistry brand. The Customer Success Partner creates and maintains knowledgebase articles on solutions to common issues, maintenance procedures, and best practices.

Do YOU Possess These Skills and Attributes?

• Strong quantitative and analytical problem-solving skills including the ability to generate technical documentation on resolutions
• Strong interpersonal skills; comfortable listening and resolving conflicts with customers
• Strong knowledge of installation, setup, maintenance, and troubleshooting of technical support services including, but not limited to, hardware for laptops/desktops/tablets
• Excellent communicator with the ability to explain technical information to a non-technical audience
• Ability to work independently and in a team environment
• Ability to prioritize and manage multiple tasks and/or projects
• Windows and Microsoft Office proficient
• Strong initiative around maintaining and enhancing technical skills

Do These Responsibilities Interest YOU?

• Contributing to the success of Benco's One Visit solution by owning the pre/post-sale training and support process for Digital Dental and CAD/CAM
• Provide exceptional service to all accounts, escalating issues as needed
• Create and maintain various databases, reports, and records
• Product, verify, and analyze data from One Visit Support satisfaction surveys
• Partner with sales leadership, equipment support, and trainers/coaches to develop and implement best practices
• Work closely with vendor partners on proper deployment sheets and ensure purchase commitments are filled out entirely for equipment installations
• Enter leads for Digital Dental and CAD/CAM products from the customer and assign to the appropriate regional personnel
• Work closely with internal teams to ensure standard operating procedures are followed
• Leads process of maintaining Basecamp and task tracking, ensuring all communication is entered for all parties for open lines of communication
• Responsible for daily service coordination functions including selecting and assigning staff members to tasks, management of staff allocation to ensure equal task loads, communicating with service team to…