We are seeking a Customer Success Operations Specialist to bridge the gap between customer-facing strategy and operational execution. This is a high-impact, cross-functional role connecting Customer Success, Support, and Implementation with Revenue Operations and broader go-to-market teams. This person will spend their first six months embedded within the Customer Success team, learning the customer journey, lifecycle touchpoints, and day-to-day workflows. After this period, they will transition into the Revenue Operations (RevOps) team, where they will serve as the operational partner to post-sale teams by designing scalable systems, improving processes, and delivering clear insights that help drive retention and expansion. Their focus will be enabling revenue growth and strong customer outcomes through well-designed systems, reliable data, thoughtful automation, and clear performance visibility. As the Customer Success Operations Specialist, you will: - Map and optimize the post-sales lifecycle, including professional services handoffs, implementation milestones, and renewal workflows. - Maintain and enhance our CS tech stack (e.g., Salesforce, Planhat, Zendesk), ensuring tools are configured to support day-to-day workflows. - Build and audit dashboards that track key performance indicators (KPIs) such as Net Dollar Retention (NDR), Time-to-Value (TTV), CSAT/NPS, Customer Health Score, and Customer Product Adoption. - Perform regular audits of customer data within the CRM to ensure accurate health scoring, renewal dates, and contract values. - Provide data and analysis for CS Leadership and Rev Ops, turning insights into actions and process improvements - Develop automated playbooks to alert the team of upcoming renewals or expansion opportunities, ensuring no revenue falls through the cracks. - Streamline ticket routing and project management tracking to improve efficiency for our Support and Professional Services teams. - Create and maintain internal "how-to" guides for CS processes to ensure team-wide consistency and seamless onboarding for new hires. - Evaluate, recommend, and implement new technologies to support CS strategy and growth.

REVENUE CYCLE MANAGER We are growing and looking to add to our multi-practice team in beautiful Jacksonville! The right candidate for this opportunity will have extensive experience with all facets of Revenue Cycle, dental insurances and dental practice management software. Must have experience working within the portals and websites of all insurances. Must have experience working all levels of accounts receivables, both patient and insurance, aged and new. Local candidates strongly preferred. - Organize and Strategize to Increase Collections - Improve Insurance Processing - Work with Leadership to Develop, Plan, Organize, and Implement Revenue Cycle Policies and Workflow to Achieve Operational Excellence - Maintain confidentiality in Compliance with HIPAA regulations. - Follow up on Denied / Rejected Insurance Claims - Train Front Office Teams on Required Images, Narratives and Supporting Documentation to Process Claims. - Post Insurance Checks - Audit Patient Accounts - Reduce adjustments and Bad Debt - Process Patient Refunds - Oversee Resolution of Contract Payment Issues and Assisting in Collection Efforts. - Liaison with and Support to the Dental Offices on Insurance Posting, Insurance Verifications, EOB Training, etc. - Assist in External Financial Statement Audits, Insurance Audits/Inquiries, and Internal Compliance Requests. - Other Duties as Requested or Assigned Required Qualifications: - 4+ years of dental billing a must - Minimum of 2 years of AR or revenue cycle experience - HS Diploma minimum; prefer advanced education in a related field. - Knowledge of Dental Insurance and Terminology and Dental Software. - Motivated to Collect & Resolve Claims - Excellent Written and Verbal Communication - Excellent Working Knowledge of MS Office, Excel and Proficient Computer Skills in General - Extremely Detailed and Organized - Must be a Self-starter and a Self-motivator. - Ability to Work Independently and Follow Through on Tasks - Strong Team Player, Analytical, Critical Thinking and Problem-solving Skills - Ability to communicate within all levels of the organization. Benefits Include: - Competitive compensation based on experience. - Health insurance - 401k - Paid Holidays and a PTO Program Could be open to remote for the right candidate with occasional travel to Jacksonville, NC and Sarasota, FL.

• Provide daily supervision, direction, mentoring, coaching, and performance management to teammates • Ensure high quality customer service according to department and company policy • Monitor team productivity and progress of specific area job functions • Determine staffing plans that promote the most effective use of all teammates • Establish, communicate, and ensure departmental goals and objectives are achieved • Address teammate relations issues appropriately and escalate to manager as necessary • Assist manager with teammate employment activity such as hiring, promoting, job performance, evaluations, PTO, and disciplinary action as required • Write and conduct teammate annual Performance Development Reviews (PDRs) as required • Maintain teammate records in compliance with DaVita policy's and any applicable laws • Understand and communicate DaVita company policies and procedures • Work with People Services and manager to recruit teammates with appropriate skills and experience • Know, understand, and follow DaVita teammate guidelines as well as local safety and security policies and procedures • Lead or actively participate in special projects • Serve as a liaison between the data analytics team and other departments to ensure business needs are met in an efficient and effective manner • Support the analytics team manager via business acumen and technical knowledge • Meet tight deadlines in a time sensitive and resource constrained project environment • Provide frequent updates to manager regarding the status of activities and initiatives • Assist with CQI (Continuous Quality Improvement) projects or other efforts designed to improve effectiveness/efficiency of the business • Identify system and process improvements opportunities and make recommendations • Perform root cause analysis on large amounts of datasets and create detailed reports for strategic business issues and opportunities • Identify system and process improvements and recommend process improvement plans • Provide accurate and timely reporting of performance metrics to the senior leadership team as required or scheduled • Maintain reporting continuity, integrity, and communication among analytical departments • Champion the DaVita Mission and Values both internally and externally • Attend team meetings, phone conferences, and training as scheduled or needed • Perform other duties as assigned or required.

• Serve as the CRM Administrator, acting as the main point of contact for Sales, Marketing, Product, Operations, and Customer Support teams; build & execute company-wide training on CRM procedures. • Lead CRM module implementations, including project management for future expansion into areas such as Service Hub, Ticket Management, Inventory, and Accounting • Own the end-to-end reporting function, identifying stakeholder needs and creating actionable reports for Operations, Sales, Product, Marketing, and Executive teams. • Build comprehensive revenue and forecasting reports, tying revenue back to end-users and purchase channels; incorporate proprietary data to show both received and projected revenue; design & implement notification protocols based upon data trends. • Serve as key member of the Operations Center of Excellence, establishing, modeling, and implementing best practices across the organization. • Partner with Executive team on a regular basis for specialized reporting.