Job Description

WHO WE ARE:

At Practical Dental Solutions, we believe in working smarter. Our software YAPI was designed by a practicing dentist in Southern California, and we specialize in a variety of features created to help dental practices automate and alleviate the busy work. We’re a month-to-month software provider with plans that include our paperless forms, patient communication tools, and intra-office communication system. As our 10-year anniversary approaches, our user base is growing rapidly!

As a Customer Success Specialist, you’ll play an active role in shaping our customers’ experience daily. You’ll provide users with the knowledge needed to navigate our dynamic software, and share the information they need to successfully implement our software into their practice. You’ll assist with troubleshooting customer issues, helping to diagnose user, network, or environmental issues, and work closely with our Technical Support team to ensure that issues are escalated in a timely manner. Ultimately, you’ll play an essential role in driving our customers’ success, helping them achieve their goals and ensuring they utilize our software to it’s full advantage. The ideal Customer Success Specialist is a motivated self-starter, with a passion for technical support and great written and phone communication skills!

If you’re looking for an innovative and collaborative culture within the tech & healthcare industry, this might be a great fit for you!

WHAT YOU’LL DO:

• Maintain expert knowledge of all of our features and actively participate in new feature training

• Answer and respond to incoming Customer Success calls, emails, and incident tickets in a timely manner

• Train dental practices on main software features, empowering them to become better users and ensuring they use the software to its full potential

• Be the first point of contact for troubleshooting inquiries, helping to determine if the issue is a user or environmental error

• Identify & escalate issues to our Technical Support team as needed

• Collaborate with Sales and Account Management teams to bridge communication, creating a seamless and successful implementation process for each practice

• Identify methods for enhancing the value of the company’s software for each user

• Field feature requests and work with our Software Development team to drive product development

• Work with our Marketing team to identify and create help desk solutions to address the frustrations of potential and existing users

• Additional projects as assigned by the department lead

QUALIFICATIONS/ REQUIREMENTS:

• Ability to work Monday through Friday and weekends as required

• Outstanding interpersonal, written and verbal communication skills

• Exceptionally polite, friendly, and outgoing telephone demeanor

• Ability to effectively present information and answer technically complex questions in terms that are easy to understand

• Ability to multitask and prioritize in a fast-paced work environment

• Comfortable with learning new technologies and solutions quickly

• 1+ year(s) SaaS experience in a Customer Success role is desired

• Bachelor’s degree preferred.

• Degree in English, Education, Computer Science, or Business is a plus!

• Experience in the dental industry is a plus!

Company Description

YAPI is a dental software that was envisioned by a practicing dentist out of Southern California. Over the past 10 years, the software has developed into a complex system that seeks to automate and streamline a range of daily tasks within a dental office. Over the past 3 years, our company has experienced exponential user growth. As a result of this user based growth, our team members have been provided the unique opportunity to participate in a highly collaborative and diverse environment. YAPI is a family owned and operated company, that greatly resembles a start-up mentality within a stable environment. We attribute our success to our team members who are a diverse group of individuals that work hard, are adaptable, have a learning mindset, and seek to make each interaction as positive as possible through effective communication. We are looking for like minded individuals to join our teams and join us in shaping the future of the dental industry.