Implementation Team Leader

About the Company

Curve Dental provides dental practices with award-winning software and high-level customer support. Our software allows dentists to manage their full business, including patient scheduling, billing, imaging, and record keeping. We are committed to building a work environment where employees feel safe and appreciated for their contributions, valuing both individual and combined success while having fun along the way.

About the Role

Deliver guidance to the Implementation Team through active coaching, mentorship, and educational initiatives. Support daily department operations to ensure project advancement, prompt problem mitigation, and the timely finalization of all active assignments. Act as a primary resource for the Implementation Team, facilitating project success through consistent accessibility and operational support.

Responsibilities

• Oversee the implementation process, coordinate tasks and processes working with the implementation, training, and data services teams, resolving any conflicts that may exist.
• Drive focus in completing projects by each team member and instill motivation and excitement to work with clients for timely completion of implementation projects.
• Conduct personalized coaching sessions with every team member, focusing on optimizing project management, navigating challenges to reach resolutions, identifying growth opportunities, and establishing measurable objectives.
• Verify the consistent reporting of project-related issues and persistent challenges involving training or data conversion by each team member.
• Review project status and provide feedback on concerns and plans of action.
• Facilitate the setting of quality, measurable goals to develop each individual team member.
• Maintain team member records including attendance, weekly reports, team contributions, and discuss concerns with each individual.
• Monitor team members' implementation meetings, providing feedback to enhance the customer experience.
• Proactively detect risks and conduct root cause analysis to evaluate alternatives, ensuring the execution of optimal resolutions.
• Challenge team assumptions and verify project milestones, schedules, and interconnections regularly.
• Promote transparent communication and facilitate an unhindered flow of information, ensuring the right information reaches the right person through the right channel exactly when needed.
• Manage weekly implementation team training/meetings to ensure all questions are answered, discuss potential concerns, and mitigate roadblocks.
• Maintain a weekly agenda for team meetings, ensuring new product feature and process training is scheduled.
• Assist with the completion of implementation department metric measurement and reporting.
• Compile and report weekly implementation service stats, as well as weekly and monthly stats.
• Gather data for monthly report card meetings, determining goals for team members.
• Assist the Manager of Implementation with metrics for measuring team and individual performance, and client satisfaction.
• Assist with creating team member reviews by providing feedback and statistical information.
• Maintain implementation content including presentations, scripts, and other process guides and requirements.
• Review and update presentations regularly with any changes in the implementation process.
• Update scripts to match presentation material.
• Maintain and develop the knowledgebase (Curve Community) for implementation department, internal, and external use, including operating procedures and product knowledge.
• Determine topics that need to be updated or added to the Community for internal and external purposes and add those topics accordingly.
• Preserve an effective balance of quality and quantity.
• Meet company standards pertaining to the quantity and quality of work performed on an ongoing basis, adhering to all company policies and procedures.
• Adhere to company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.

Qualifications

• High School diploma or equivalent.
• A minimum of 1 year of previous customer service and project management experience.
• Previous experience in medical or dental software strongly preferred.
• Experience using teleconferencing and meeting web technologies.

Skills

• Strong working knowledge of Windows and Mac OS.
• Working knowledge of Internet technologies.
• Basic knowledge of computer hardware, database structure, and network troubleshooting.
• Ability to multi-task, handling questions effectively while working on projects.
• Ability to complete assignments on tight deadlines.