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AI Summary
The Client Onboarding Liaison guides new customers through implementation, product training, and adoption of the Flex platform. They coordinate onboarding activities and collaborate with cross-functional teams to ensure a seamless transition and long-term customer success.
About the Position
The Client Onboarding Liaison is responsible for delivering a seamless onboarding experience for new Flex customers by guiding practices through implementation, product training, and adoption. This role partners closely with customers and cross-functional teams to coordinate onboarding activities, remove implementation obstacles, and ensure practices are equipped to successfully utilize the Flex platform. Through exceptional communication, training, and customer advocacy, the Client Onboarding Liaison helps establish a strong foundation for long-term customer success.
Customer Onboarding & Relationship Management
- Coordinate onboarding activities across customers and internal teams to ensure a smooth implementation experience.
- Build and maintain strong relationships with dental practices through proactive communication, responsiveness, and customer advocacy.
- Guide customers through onboarding milestones, helping practices remain on track for a successful implementation.
- Manage multiple onboarding projects simultaneously while maintaining a high level of organization and attention to detail.
Training & Customer Enablement
- Deliver virtual training sessions covering Flex products and workflows.
- Educate customers on product functionality, best practices, and workflow optimization to drive successful platform adoption.
- Provide ongoing coaching and guidance to ensure customers are confident using the Flex platform.
- Tailor training and communication to meet the unique needs of each practice.
Customer Support & Cross-Functional Collaboration
- Address customer questions, concerns, and implementation challenges in a timely and professional manner.
- Partner with Customer Support, Customer Success, Product, and other internal teams to coordinate resolutions and ensure a positive onboarding experience.
- Assist with customer support inquiries as business needs require.
- Communicate implementation risks, customer feedback, and project updates to appropriate internal stakeholders.
Continuous Improvement
- Stay current on dental industry trends, Open Dental updates, and enhancements to the Flex platform.
- Identify opportunities to improve onboarding processes, training materials, and the overall customer experience.
- Share customer feedback and implementation insights with internal teams to support continuous product and process improvement.
- Perform other duties as assigned that contribute to the success of the company.
Job Qualifications
Required
- Minimum of 2 years of experience in customer onboarding, implementation, customer success, training, or another customer-facing role.
- Experience working in the dental industry.
- Excellent written and verbal communication skills.
- Strong organizational and time management skills with the ability to manage multiple priorities simultaneously.
- Strong attention to detail and problem-solving skills.
- Ability to quickly learn new technologies and adapt to changing priorities.
- Ability to work independently in a remote environment while collaborating effectively across multiple departments.
Preferred
- Experience with Open Dental.
- Experience with Flex Dental.
- Bilingual in English and Spanish.
- Ability to travel occasionally as business needs require.
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