Spear is one of the most respected brands in continuing dental education, leading the way in quality, innovation, and caliber of curriculum and staff. We engage and support our dental community through offering continuing education via small group learning, a variety of on-demand online platforms and live events at our beautiful Scottsdale campus. In addition, we offer our clients practical business solutions through a combination of practice analytics, proactive consulting, coupled with our world-class educational offerings.

MISSION: Drive, manage and support the Spear Practice Solutions (SPS) business unit that is made up of Practice Solutions Consultants (PSC) and Member Success Advisors (MSA) to support the onboarding and excpetional service of new customer and 90% retention.

What is a Spear Practice Solutions?

Spear Practice Solutions is a complete business and clinical service that helps practices reach their full potential by combining consultant expertise, education and real-time analytics. Our practice analytics provide clear, 360-degree data to help practices make sound business decisions and provide real-time insight into comprehensive practice analysis, business intelligence, performance reports, projection models, goal setting and tracking tools. Our expert consultant help shape dental teams and cultivate a culture of success in each practice.

The CSM will focus on the following success outcomes:

Drive SPS Renewal bookings for your business unit commensurate with that of a 90% client retention rate

• Develop renewal strategies that begin at 120 days from renewal that include updated Opportunity Reports and ROI report cards to generate renewal
• Drive and hold team accountable for implementation of pricing strategies to increase Price Per Member (PPM)
• Utilize NPS and user engagement metrics from sales, to on-boarding and membership engagement to make process and tactical improvements
• Implement strong on-boarding, re-boarding processes where required

Onboard all new customers in a 25-day period with exceptional satisfaction scores (8+ NPS)

• Create and facilitate strong client intake processes
• Understand state of entire on-boarding class at all times 
• Escalate detractors and develop stronger processes and execution around specific re-alignment strategies and plans

Execute on consistent steady state customer journey that minimizes clients in escalation and creates efficiencies.

Partner w/ Head of Product and Marketing as well as VP, Customer Success to ensure voice of the customer and voice of the consultants make their way into innovation efforts in the product

Effectively drive Culture, Management and Leadership

• Simple, effective, and regular management cadence that is metrics driven including daily/weekly customer success reporting and review of event feedback
• Hire, train and develop only A players inside your team
• Serve as an advocate for your team and work cross-functionally to ensure they have the tools and equipment they need to perform their work efficiently & effectively
• Coach team members on how to remove blockers and solve problems to achieve desired results
• Align well with and consistently exhibit behaviors congruent with corporate values & Spear's Guiding Principles

• Proven ability to create and execute on processes aimed at finding efficiencies and scale within a business unit
• Experience in SAAS environment required
• Bachelors degree required
• 5+ years experience managing a team of 8 or more team members
• Strong technical skills - MS Office, CRM (netsuite), Project Management Software (JIRA)

EEO

• All your information will be kept confidential according to EEO guidelines.