• Provide timely and professional support to association members via Freshdesk ticketing system and inbox support. • Manage, track, and resolve customer support tickets efficiently. • Ensure all member inquiries are addressed accurately and in a timely manner. • Assist with the rollout and ongoing use of Freshdesk for support ticket management. • Handle initial sales inquiries when the main sales setter is unavailable. • Provide coverage particularly on Sundays and Mondays, as the current setter works Tuesday through Saturday. • Ensure all inbound inquiries are acknowledged and directed appropriately. • Assist with Klaviyo email and SMS campaigns, including campaign setup, edits, and scheduling. • Manage lists and audience segmentation within Klaviyo. • Support the migration from AWeber to Klaviyo, ensuring data and lists are transferred correctly.

• You will build the Customer Success organization professionally from the ground up and define clear structures, KPIs, and processes. • You will develop the long-term Customer Success strategy—from onboarding playbooks and identifying upsell opportunities to churn prevention. • You will build a high-performing team and promote a consultative culture. • You will act as a strategic interface between customers, product, and sales. • You will implement the necessary tools and dashboards to make customer health and success measurable.

• Deliver outstanding technical assistance to our customers via phone, email, and chat while taking ownership of timely solutions • Build knowledge of our evolving software and the private markets industry in order to be a go-to expert who can share best practices and guide customers to success • Build valuable B2B customer-facing skills by developing strong relationships with customers and acting as their trusted advisor • Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for our customers • Advocate by sharing customer feedback to inform product development and software improvements • Contribute towards cross-functional initiatives and strategic projects • Develop and refine internal documentation, processes, and procedures • Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise

• 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.