Installation Manager jobs in Atlanta, GA

Description

Title of Position:  Installation Manager

Organizational Relationship: Reports to VP, Customer Success

Job Family: Customer Success

Managerial Responsibilities: Direct/Indirect

Classification:  Exempt / Full-Time

Location Considerations: This is a remote position available to candidates residing in Atlanta/Georgia, Lehi/Utah, or Indianapolis/Indiana

GENERAL SUMMARY:

The Installation Manager is responsible for delivering an exceptional installation experience for Vyne Dental’s software products, using advanced technical support when needed to ensure a successful installation. The Installation Manager will develop trust and rapport with clients as the installation process is the first impression post sales.

DUTIES & RESPONSIBILITIES:

• Responsible for the teams performing installations and advanced troubleshooting when warranted to all customers in a timely, customer experience driven manner
• Ensures the software and tools utilized by Vyne teams are operating at full functionality to support a quality customer experience
• Working with Service Leadership, identify and drive product improvements focusing on technical and customer experience improvements
• Answers, evaluates and prioritizes phone, chat and email customer inquiries and resolves customers question
• Troubleshoot, diagnose and resolve customer inquiries
• Effectively translate complex, technical concepts into easy-to-understand language to assist non-technically oriented customers
• Use remote connection programs and critical thinking to assist customers
• Meet quality and quantity requirements for call volume and information/data accuracy
• Document all customer interactions in the CRM and create cases when warranted
• Active participant in improving the knowledge base with specific feedback to the content and leadership team
• Lead and manage team members in the delivery of assigned tasks.
• Provide guidance and direction in the performance and professional development of team members.
• Other duties as assigned

PHYSICAL DEMAND:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

SECURITY ROLE / RESPONSIBILITY:

• Protected Health Information (“PHI”): This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Human Resource Information: This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Admin: This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin: This position may have access to and be responsible for securely administering user access to corporate applications.

Qualifications

EDUCATION, KNOWLEDGE, SKILLS & ABILITIES:  

• Technical Degree or Bachelors Degree, or equivalent experience
• A minimum of 4 years of Technical Installation/Customer Onboarding or other relevant experience.
• Experience with dental practice forms and patient reminders/engagement software preferred
• Advanced problem solving, critical thinking and knowledge discovery skills
• Possess a strong Customer Success mentality and passion for solving problems and improving the customer journey
• Highly organized and detail-oriented
• Must have solid computer skills, and ability to adapt and learn technology quickly
• Knowledge of Customer Relationship Management (CRM) and G Suite products
• Excellent customer service, communication skills, including email, text and phone
• Professional written, verbal, and interpersonal skills
• Team player contributing to a positive, uplifting, and supporting work environment
• Goal-driven, flexible approach to ongoing changes, coachable, and accountable
• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations.
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
• High level of integrity and dependability with a strong sense of urgency and results-orientation. 
• A track record of success leading a business operation; an approach to management that brings out the best in staff and yields pride, ownership, and a sense of team effort
• Possess a supportive and accessible management style, the ability to lead and motivate a diverse staff and to encourage change and growth in both people and programs, and a strong commitment to personal and professional development

Vyne provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status.  In addition to federal law requirements, Vyne follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.