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Client Summary: Provides award-winning software solutions tailored for dental practices Offers high-level, responsive customer support Enables comprehensive practice management, including: Patient scheduling Billing and payments Imaging integration Electronic record keeping Position Responsibilities: Own Customer Onboarding & Implementation:
Lead the full post-sale implementation process to ensure seamless customer go-lives and high satisfaction. Reduce Churn:
Identify and address root causes of implementation churn through data analysis, technology improvements, and cross-functional collaboration. Build Professional Services:
Develop and scale consulting and paid service offerings that drive additional customer value and revenue. Lead a High-Performance Team:
Oversee a 30-person team of project managers, trainers, data conversion specialists, and coordinators, with potential to expand as needs grow. Data-Driven Operations:
Establish KPIs, dashboards, and processes to measure performance, improve onboarding efficiency, and increase customer adoption. Technology-Enabled Scale:
Implement automation and tools to reduce one-to-one interactions while maintaining a high-quality customer experience. Cross-Functional Partnership:
Work closely with Sales, Development, and Support to align priorities, resolve customer escalations, and ensure smooth handoffs. Executive Presence:
Represent the implementation organization at the executive table, contributing to strategic decisions and presenting performance metrics. Experience & Skills: Required Experience and Qualifications:
Proven Leadership:
Experience leading large-scale SaaS or ERP software implementations at VP level or higher, ideally with multiple product components (not point solutions). Professional Services Expertise:
Track record of building and monetizing professional services or consulting organizations. Data Mastery:
Ability to pull, analyze, and present data (Excel, Salesforce, Jira) to drive decisions and solve for churn. Technical Fluency:
Comfortable discussing workflows, integrations, and technical constraints with engineering teams. Sales Mindset:
Skilled at managing customer objections, keeping projects on track, and "getting customers off the ledge" during challenging phases. Operational Scale:
Experience managing large project volumes (200+ in-flight projects, 100+ monthly go-lives) and leading teams of 20+ people. Preferred Experience and Qualifications: SaaS or ERP/PMS software industry experience. Experience implementing enterprise-level software solutions. Familiarity with tools such as Jira, Salesforce, Excel, ChurnZero, and onboarding platforms. Demonstrated success running an implementation function "by the numbers." Comfortable working in a hybrid/onsite model with regular presence in the Utah office.
Client Summary: Provides award-winning software solutions tailored for dental practices Offers high-level, responsive customer support Enables comprehensive practice management, including: Patient scheduling Billing and payments Imaging integration Electronic record keeping Position Responsibilities: Own Customer Onboarding & Implementation:
Lead the full post-sale implementation process to ensure seamless customer go-lives and high satisfaction. Reduce Churn:
Identify and address root causes of implementation churn through data analysis, technology improvements, and cross-functional collaboration. Build Professional Services:
Develop and scale consulting and paid service offerings that drive additional customer value and revenue. Lead a High-Performance Team:
Oversee a 30-person team of project managers, trainers, data conversion specialists, and coordinators, with potential to expand as needs grow. Data-Driven Operations:
Establish KPIs, dashboards, and processes to measure performance, improve onboarding efficiency, and increase customer adoption. Technology-Enabled Scale:
Implement automation and tools to reduce one-to-one interactions while maintaining a high-quality customer experience. Cross-Functional Partnership:
Work closely with Sales, Development, and Support to align priorities, resolve customer escalations, and ensure smooth handoffs. Executive Presence:
Represent the implementation organization at the executive table, contributing to strategic decisions and presenting performance metrics. Experience & Skills: Required Experience and Qualifications:
Proven Leadership:
Experience leading large-scale SaaS or ERP software implementations at VP level or higher, ideally with multiple product components (not point solutions). Professional Services Expertise:
Track record of building and monetizing professional services or consulting organizations. Data Mastery:
Ability to pull, analyze, and present data (Excel, Salesforce, Jira) to drive decisions and solve for churn. Technical Fluency:
Comfortable discussing workflows, integrations, and technical constraints with engineering teams. Sales Mindset:
Skilled at managing customer objections, keeping projects on track, and "getting customers off the ledge" during challenging phases. Operational Scale:
Experience managing large project volumes (200+ in-flight projects, 100+ monthly go-lives) and leading teams of 20+ people. Preferred Experience and Qualifications: SaaS or ERP/PMS software industry experience. Experience implementing enterprise-level software solutions. Familiarity with tools such as Jira, Salesforce, Excel, ChurnZero, and onboarding platforms. Demonstrated success running an implementation function "by the numbers." Comfortable working in a hybrid/onsite model with regular presence in the Utah office.