Deep End Talent Strategies

Customer Support

• Lead virtual onboarding sessions and product trainings for new customers
• Serve as the primary point of contact for support tickets, troubleshooting, and technical questions
• Partner closely with Account Management to ensure customers achieve full “healthy” status after onboarding
• Document and track customer interactions in our CRM (Salesforce/HubSpot)
• Experience in support ticketing via Zendesk & Dialpad is a bonus
• Identify and escalate recurring product or workflow issues to the Product and Engineering teams
• Support conference and on-site training events as needed (50-75% travel required)
• Contribute to internal documentation, training materials, and support processes to improve team efficiency

Client Onboarding and Support Specialist

Product Manager

• Partner with product and engineering leadership to scope new features and translate requirements into clear stories, acceptance criteria, and deliverables.
• Maintain the backlog so issues are groomed, correctly labeled, prioritized, and ready for engineering pickup.
• Own quality and compliance documentation, including design reviews, traceability matrices, risk analyses, and QSR artifacts.
• Coordinate and execute QA and UAT, including testing features, logging bugs, verifying fixes, and confirming release readiness.
• Triage incoming bug reports and clinical feedback from sales, customer success, and end users.
• Keep project dashboards up to date and maintain visibility into feature status, blockers, timelines, and upcoming releases.
• Track progress across active engineering work from scoping through delivery, flagging blockers early and helping ensure work ships on schedule.

Associate Product Manager

Account Manager

• Serve as the primary product and operational point of contact for Incisive's specialty lab network
• Work directly with lab partners to ensure seamless case transitions across the practice – Incisive – lab workflow
• Build and maintain strong working relationships with lab principals and production leads to facilitate open communication, surface friction early, and drive continuous improvement
• Manage and streamline onboarding of new labs into the Incisive network, including workflow documentation, pricing, integration readiness, and training
• Monitor lab capacity across the network and work proactively with labs and internal teams to prevent backlogs or case delays
• Define, track, and enforce quality standards for each lab’s fulfillment, including turnaround time, remake rate, and case acceptance criteria
• Develop escalation and remediation playbooks for quality issues, working with clinical support to resolve cases affecting practices
• Conduct regular performance reviews with lab partners, sharing data and jointly identifying areas for improvement
• Translate lab and practice workflow needs into clear, well-scoped product requirements, user stories, and acceptance criteria
• Partner with product and engineering to design, build, and iterate on software that improves case submission, status visibility, quality tracking, and lab communication
• Identify opportunities to automate manual touchpoints in the lab workflow, reducing friction for labs, practices, and the Incisive clinical team
• Define and own the KPIs that measure lab network health: turnaround time, on-time delivery rate, remake rate, case volume by lab and discipline, and practice satisfaction
• Build and maintain dashboards and reports that give internal stakeholders and lab partners clear visibility into performance
• Analyze case flow data to identify patterns, inefficiencies, and opportunities for routing or workflow improvements
• Deliver regular lab performance summaries to leadership, with clear recommendations and action plans
• Partner with Incisive’s sales and growth teams to align lab capacity and capabilities with new practice onboarding plans
• Work with clinical support to ensure the team has the tools, information, and processes needed to own every case from scan to delivery
• Collaborate with finance and operations on lab pricing, invoicing accuracy, and cost-per-case tracking
• Serve as the internal subject-matter expert on lab operations, educating stakeholders across the company on lab capabilities, constraints, and workflows
• Contribute to Incisive’s lab network strategy, including decisions about which specialties and geographies to expand into
• Evaluate new lab partners against defined criteria and lead the due diligence and onboarding process
• Identify opportunities for deeper lab integrations—including data exchanges, automated case routing, and co-developed workflows—that create durable competitive advantages
• Stay current on trends in dental lab technology, digital workflows, and materials to inform Incisive’s long-term product direction

Dental Lab Partnership Manager

• Support outside sales representatives by managing follow-up tasks, account updates, and sales activity in Salesforce/CRM
• Enter, update, and track leads, opportunities, contacts, and account information to ensure accurate pipeline visibility
• Follow up with prospective and existing dental office accounts by phone and email to move opportunities through the sales process
• Prepare, send, and track contracts, proposals, sales materials, and onboarding documentation
• Coordinate communication between outside sales representatives, dental offices, customer service, and production teams
• Assist with new account onboarding, including explaining lab procedures, case submission steps, digital workflows, and service expectations
• Respond to dental office questions regarding services, case submissions, scheduling, and account support
• Help outside sales representatives prepare for meetings by compiling account notes, reports, follow-up items, and relevant sales materials
• Support sales campaigns, promotions, territory outreach, and reactivation efforts for inactive or prospective accounts
• Maintain timely documentation of calls, emails, next steps, and account status in Salesforce/CRM
• Monitor open opportunities and help ensure appropriate follow-up occurs after meetings, demos, events, and marketing campaigns
• Partner with internal teams to help ensure smooth handoffs, timely case coordination, and a positive customer experience

Sales Support Specialist

Revenue Operations

• Own Salesforce as the go-to-market system of record, including architecture, automation, permissions, integrations, and data integrity
• Administer and optimize the broader GTM stack including HubSpot, Front, PandaDoc, Dialpad, and related integrations
• Lead vendor evaluations, renewals, and stack rationalization decisions
• Build scalable operational processes that support rapid company growth
• Maintain visibility into roadmap priorities, operational initiatives, and system improvements
• Design and operationalize customer lifecycle workflows across onboarding, deployment, Customer Success, and support
• Build and implement customer health scoring frameworks and proactive risk workflows
• Improve cross-functional handoffs to create a seamless customer experience
• Develop segmentation and operational frameworks that align customer effort with account value and lifecycle stage
• Establish pipeline hygiene standards, forecasting processes, and reporting cadences
• Partner with Marketing on attribution, lead routing, and MQL-to-SQL workflows
• Build operational frameworks that improve visibility, accountability, and conversion across the funnel
• Build dashboards and reporting that drive executive decision-making across pipeline, retention, customer health, and revenue operations
• Establish data governance, KPI ownership, and a single source of truth across go-to-market functions
• Document SOPs, SLAs, and operational standards that scale with team growth
• Eliminate manual work through automation and system design wherever possible
• Use AI as a default operating tool for analysis, documentation, process design, data audits, workflow creation, and operational execution
• Implement AI-driven workflows and automation across the go-to-market organization
• Evaluate and operationalize emerging AI capabilities across the RevOps stack

Client Onboarding and Support Specialist

Associate Product Manager

Dental Lab Partnership Manager

Sales Support Specialist

Director of Revenue Operations