DentalXChange

Customer Support

• Manage the end-to-end onboarding process for new credit card applications from dentists, ensuring a smooth and efficient experience.
• Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements.
• Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process.
• Collaborate with cross-functional teams, such as sales, customer support, and technical teams, to ensure a seamless onboarding experience for dentists.
• Continuously improve onboarding systems and processes, identifying areas for optimization and implementing solutions to enhance efficiency and customer satisfaction.
• Conduct training sessions and provide guidance to dental office staff on how to effectively use credit card solutions and navigate the onboarding process.
• Stay up to date with industry trends and regulations related to credit card solutions for dentists, ensuring compliance and providing accurate information to clients.
• Maintain accurate and detailed records of all onboarding activities, ensuring data integrity and accessibility for future reference and reporting.
• Collaborate with the product team to provide feedback and insights from the onboarding process, contributing to the enhancement of our credit card solutions.
• Assist with special projects and initiatives related to onboarding, such as developing educational materials, creating onboarding documentation, and participating in process improvement initiatives.
• Consistently meet company and department policies and expectations including those surrounding attendance.
• Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift.
• Other duties as assigned.

Merchant Support Specialist

Project Manager

• Manage enterprise implementation projects from kickoff through go-live and stabilization, including scoping, requirements gathering, solution design coordination, testing planning, deployment scheduling, and transition to support.
• Execute implementation governance practices by tracking milestones, managing dependencies, identifying risks, and maintaining clear status communication across internal and external stakeholders.
• Apply and reinforce standardized project methodologies, playbooks, and delivery frameworks established by the Director, Enterprise Implementation.
• Collaborate with Product and Engineering teams to define integration requirements and validate data workflows, including EDI transactions, HIPAA X12 standards, and API interfaces.
• Support Enterprise Sales by contributing to SOW refinement, effort estimation, project scoping, and change-order processes.
• Maintain structured project documentation across approved systems (Salesforce, Jira, Smartsheet, Confluence, etc.).
• Serve as the primary day-to-day client contact for project execution, ensuring a smooth onboarding experience and clear coordination across internal teams.
• Coordinate cross-functional resources to ensure timely delivery and alignment on key tasks, dependencies, and technical requirements.
• Track and report on key implementation metrics such as timeline adherence, project health, client readiness, and go-live success.
• Escalate complex issues to leadership as needed while driving timely resolution and maintaining client confidence.
• Ensure all implementation activities meet security, privacy, and regulatory requirements, including HIPAA and secure data-exchange protocols.
• Contribute to continuous improvement initiatives by participating in post-mortems, root-cause analysis, and the refinement of playbooks, processes, and tools.

Merchant Support Specialist

Enterprise Implementation Project Manager