About CascadEffects
CascadEffects provides Fractional COO services, Virtual Assistant services, and Industry Recruitment for healthcare companies ready to scale with clarity, accountability, and aligned leadership. We're hiring a customer success specialist on behalf of our partner, a fast-growing, high-performance dental laboratory serving leading dental and orthodontic practices across the U.S.
Position Summary
The Customer Success Specialist is responsible for delivering an exceptional customer experience throughout the entire customer journey, by providing ongoing account support and serving as the primary onboarding specialist for international customer accounts.
Working closely with the Account Manager, this role serves as a trusted partner to orthodontic practices by ensuring successful account implementation, resolving customer concerns, maintaining strong communication, and identifying opportunities to improve client satisfaction and long-term relationships.
The Customer Success Specialist plays a key role in representing the dental lab by providing responsive service, proactive communication, and strategic support that strengthen customer loyalty and reinforces the Company's commitment to Quality, Innovation, Consistency, Dependability, and Communication.
Success in this role is measured by customer satisfaction, strong internal partnerships, responsiveness, account retention, effective onboarding, accurate documentation, and the ability to build trusted relationships with customers while supporting the overall growth of the business.
Essential Responsibilities
Customer Success & Relationship Management
- Serve as a primary point of contact for assigned customer accounts, providing timely, professional, and solution-focused support.
- Build and maintain strong relationships with orthodontic practices by understanding their business, clinical needs, and service expectations.
- Partner closely with Account Managers to ensure customers receive a seamless and consistent experience throughout their relationship with Partners Dental Solutions.
- Proactively communicate with customers regarding case updates, expectations, timelines, and service offerings.
- Manage customer concerns and work collaboratively with internal teams to resolve issues efficiently.
- Answer incoming customer calls, emails, and voice mails while providing exceptional customer service and timely follow-up.
- Respond to customer questions regarding appliances, Airway 101, treatment workflows, invoices, payments, and general account inquiries.
- Support orthodontic practices and internal team members with strengthening appliance knowledge, troubleshooting, and product-related questions.
- Coordinate and participate in mouth guard clinics and other customer engagement activities to strengthen relationships and promote Partners Dental Solutions' products and services.
- Serve as the primary point of contact for international customer accounts, ensuring consistent communication and support.
International Customer Onboarding
- Coordinate and facilitate the onboarding of new international customer accounts.
- Serve as the primary liaison for international practices throughout the onboarding process, providing timely communication and guidance.
- Educate international customers on products, ordering procedures, digital submission workflows, shipping processes, turnaround times, and service expectations.
- Coordinate with Account Managers, productions, planning, shipping, quality and other departments to ensure international customer onboarding activities are completed efficiently and accurately.
- Conduct discovery conversations to understand each practice's workflow, clinical preferences, communication needs, and operational requirements.
- Ensure all international customer information, preferences, and account details are accurately documented and maintained in company systems.
- Provide appliance education, Airway 101 training, and ongoing product support to international customers as needed.
- Monitor onboarding progress, proactively address questions or barriers, and ensure international customers have the resources needed for a successful long-term partnership.
Account Support & Communication
- Maintain regular communication with customers to strengthen relationships and identify opportunities for additional support.
- Maintain accurate customer account information, preferences, and documentation within company systems.
- Manage customer expectations regarding turnaround times, product capabilities, processes, and service limitations.
- Coordinate with Production, planning, quality, shipping and other departments to communicate customer needs and ensure timely resolution of issues.
- Serve as a backup resource for the Clinical Director by supporting remake case entry, other specialized case processing/coordination as needed.
- Communicate directly with orthodontic practices regarding remake requests, warranty eligibility, required clinical information, and case status.
- Educate customers on the remake policy, warranty guidelines, and best practices to ensure timely and accurate case submissions.
Customer Experience & Continuous Improvement
- Gather customer feedback and communicate trends, concerns, and opportunities to leadership and cross-functional teams, providing supporting details, case numbers, and relevant documentation to facilitate effective resolution and continuous improvement.
- Identify opportunities to improve customer satisfaction, retention, and overall service quality.
- Research industry trends, competitive offerings, and customer expectations to recommend improvements to products, services, and customer experience.
- Participate in continuous improvement initiatives that enhance operational efficiency and customer outcomes.
- Monitor customer health, satisfaction, and account activity to identify risks, opportunities, and proactive outreach needs.
- Monitor remake trends and recurring customer concerns, communicating opportunities for customer education, process improvements, and product enhancements to leadership.
- Support continuous improvement initiatives by identifying opportunities to reduce remakes through customer education, process consistency, and proactive communication.
Documentation & Reporting
- Maintain accurate records of customer interactions, communications, issues, resolutions, and follow-up activities.
- Prepare reports related to customer satisfaction, service metrics, recurring issues, and improvement opportunities.
- Review customer account history, case information, and office preferences before transferring calls to ensure a seamless customer experience.
- Ensure customer information is organized, complete, and available for internal teams.
Knowledge, Skills and Abilities
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build trust and long-term customer relationships.
- Outstanding customer service mindset with a proactive, solution-oriented approach.
- Ability to prioritize multiple responsibilities while maintaining accuracy and attention to detail.
- Strong organizational and time management skills.
- Ability to collaborate effectively across multiple departments.
- Excellent problem-solving and conflict-resolution skills.
- Strategic thinker with the ability to anticipate customer needs and identify opportunities for improvement.
- Proficiency with Microsoft Office and customer relationship management (CRM) systems.
- Knowledge of the orthodontic or dental laboratory industry preferred.
- Ability to maintain professionalism while managing challenging customer situations.
Education & Experience
- Previous experience as an Orthodontic Assistant or equivalent clinical orthodontic experience perferred.
- Minimum of two years of customer service, account management, customer success, or client relationship experience preferred.
- Experience within the dental, orthodontic, or healthcare industry strongly preferred.
- Experience supporting customers in a fast-paced service environment is preferred.
Physical Requirements
- Prolonged periods of sitting while working at a computer.
- Ability to occasionally lift up to 20 pounds.
- Ability to travel occasionally for customer visits, meetings, or trade shows.
- Prolonged periods of sitting while working at a computer
- Frequent use of a computer, keyboard, telephone, and office equipment
- Ability to occasionally lift up to 20 pounds
- Ability to travel occasionally for customer visits, meetings, or trade shows
Work Environment
This position is primarily performed in an office environment with regular interaction across multiple departments. Occasional travel may be required for customer meetings, industry events, or trade shows.
Core Competencies
The Customer Success Specialist is expected to consistently demonstrate the Company's core values:
Quality: Deliver exceptional service with accuracy, professionalism, and attention to detail
Innovation: Seek creative solutions that improve the customer experience and business performance
Consistency: Provide reliable, dependable support while following established processes
Dependability:Take ownership of customer needs and follow through on commitments
Communication: Build strong relationships through timely, respectful, and transparent
communication
Compensation: $25/hour
This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. The employer reserves the right to modify this job description at any time to meet changing business needs.
Pay: From $30.00 per hour
Experience:
- customer service, account management, or customer success: 2 years (Required)
- Orthodontic Assistant: 1 year (Preferred)
Ability to Commute:
- Chanhassen, MN 55317 (Required)
Willingness to travel:
Work Location: In person
