At Spear our mission is to help dentists and their teams in the pursuit of “great dentistry.” As the market leader in clinical and practice growth solutions we offer our clients' practices holistic solutions ranging from a full Learning Management System and CE eligible content for every role in the practice, to practice consulting with a robust analytics platform to support meeting practice objectives. We partner with our customers and provide solutions that complement their normal workflows such as annual subscriptions for patient engagement tools including; waiting room videos, website videos, and chair side patient engagement videos to improve patient case acceptance.

The Manager, Process Design will utilize formal technical process design and process improvement skill sets in order to identify, prioritize for improvement and drive effectiveness of all Customer Success processes, which will be quantifiably measured, critical to achieving 90%+ customer retention leading to successfully achievement of annual renewal subscription bookings.

Role Overview

• Reponsible for fixing existing process issues and improving the efficiency of Customer Success  personnel
  • Introducing innovation into the process that can impact results, enhance profitability and assist the organization to meet its business objectives and goals
  • Partner with Finance/Accounting/NS/Training to establish standard methodology for implementing all new processes within Customer Success team including defined feedback loop to drive continuous improvement
• Execute, document and assess the integration of new things and new changes
  • Improve process handoff between new sales and customer success
  • Improve process workflow between customer success and Master Program
  • Process mapping overlaid with customer journey to identify areas of improvement
  • Act as process design lead for implementation of all new workflows arising from new membership structures, strategic partnership agreements or other new business development actions to ensure the company is able to successfully execute against all expected deliverables including identification of training, technology or reporting enhancements needed.
• Lead incorporation of technology, product and process enhancements into the Customer Success workflow and Customer Journey Map
  • Collaborate on needs with the entire Process team to ensure high levels of collaboration between Product, Technology, HR(Training), CS Project Management, and CS Management

BASIC REQUIREMENTS FOR CONSIDERATION: 

• 5+ years of experience in process design and improvement in a rapidly changing environment
• Experience with formal process mapping
• Operational leadership in a SaaS and/or Customer Success organization
• Demonstrable experience with introducing change into an organization 
• Experience leading a team of process designers and analysts

PREFERRED QUALIFICATIONS: 

• Bachelor's degree in Business, mathematics, statistics, engineering, operations management
• Six Sigma Black Belt or equivalent work experience preferred
• PMI certification preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT

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

Mostly sedentary position, normal bending, stooping and lifting required. Must be able to stand for extended periods of time while filming. Must be able to lift 25 pounds unassisted. Must be able to visually interpret written text, prepare written documents, communicate via telephone and use a variety of computer based business applications. Must be able to visually discern the color spectrum. Must be able to visually and audibly discern artifacts & noise in A/V systems.

Work Environment
Desk & Video Work: Office environment, moderate noise levels, comfortable temperature, no extreme conditions.