Digital Customer Success Partner (Remote)

Location: Nationwide Remote

Digital Customer Success Partner position at Benco Dental

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?

• Excellent Compensation Packages

• 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 OneVisit 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 OneVisit 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 coordinate hardware and software installations, and working with team to prioritize resource requests through mediums such as Basecamp
• Triage issues (phone, email, tickets) from customers and associates relating to CAD/CAM technology in dentistry, dental software, digital x-ray equipment, and computer hardware
• Work with team to verify all documentation is correct and up to date for OneVisit software suite
• Assist in coordination of department meetings and verify resources are available
• Work with vendors to implement any software or equipment updates including any changes that need to be made to the systems offered
• Stay current on any CAD/CAM technology Benco is offering or may be in the future through research and attend vendor training classes
• Complies with all policies and standards to support the efficient operations of the department and company
• Performs other duties as assigned

Do YOU Meet These Requirements?

• Technical skill set: CAD/CAM, digital imaging software, and dental specific software (Preferred)
• Knowledge of peripherals, printers, scanners, displays, and interface devices
• Knowledge of Microsoft's currently supported Windows desktop and server operating systems
• Experience: 4-6 years in a technical support role (Required)
• Experience: 1-3 years working with dental or other medical equipment (Preferred)
• Effectively communicates (reads, writes, speaks) English (Required)
• Ability to travel, on occasion, to customer offices (10%)

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.

*This position is a field-based / territory-based / virtually- based / remote-based position that does not require consistently reporting to a physical Benco location.