Ascend Practice Management Trainer

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Ascend Practice Management Trainer based in the United States.** This is a full-time, remote training role focused on helping dental practices successfully adopt and use practice management software. You will deliver structured training to both new and existing customers through virtual sessions and onsite visits. The role combines customer education, relationship management, technical problem-solving, and ongoing support to ensure an effective user experience. You will coordinate closely with Implementation and Support teams to address customer needs and keep training engagements on track. Success in this position requires strong organization, communication, presentation, and time-management skills, along with a customer-first mindset. You will also contribute to team development by mentoring and supporting new employees while participating in special projects. With opportunities to work across multiple customer environments, this role offers meaningful exposure to dental technology and healthcare software. ### Accountabilities: - Facilitate remote training sessions and onsite customer visits using standardized curricula and established training agendas. - Deliver clear instruction on practice management software topics, adapting communication and explanations to customer needs while following prepared curriculum. - Provide post-training documentation covering relevant topics and maintain accurate records of customer interactions and sessions within the CRM system. - Schedule follow-up training sessions and webinars when additional customer education or reinforcement is needed. - Maintain an organized calendar and demonstrate strong time-management skills to meet customer service, utilization, productivity, and turnaround expectations. - Maintain a personal **CSAT score of 90% or higher** while consistently delivering professional, responsive, and customer-focused service. - Partner with Implementation team members to coordinate customer training and ensure a smooth transition into software adoption and use. - Collaborate with Support teams to investigate and resolve customer technical issues, escalating complex matters to the appropriate Team Leader or supervisor. - Communicate effectively with customers and internal teams through email and other required channels, ensuring issues and next steps are clearly documented. - Participate in weekly team meetings, special projects, and other assignments based on evolving business needs. - Provide shadowing opportunities and mentorship for new employees across teams and departments, supporting their onboarding and professional development. - Maintain a professional, positive, dependable, and flexible approach while building productive relationships with internal and external stakeholders. - Travel as required, with the ability to support customer engagements and onsite training for up to **65% of the time**. ### Requirements - Bring typically **2–4 years of related professional experience**, preferably involving customer training, software implementation, customer success, dental technology, or a related field. - A **bachelor’s degree or global equivalent** in a related discipline is preferred. - Have professional training or instructional experience, with the ability to present information clearly and guide users through software processes. - Experience with practice management software and services is preferred, particularly within the dental industry. - Demonstrate proficiency with **Microsoft Office** products and general familiarity with business software, systems, tools, and procedures. - Possess an intermediate understanding of industry practices and the ability to apply established procedures while exercising sound judgment in resolving customer issues. - Demonstrate strong planning, organization, decision-making, analytical, and problem-solving abilities, particularly when managing multiple customer engagements. - Have good verbal and written communication skills, along with effective presentation, public-speaking, and interpersonal abilities. - Be customer-service oriented, dependable, adaptable, professional, and committed to delivering consistently high-quality experiences. - Be comfortable working independently with moderate day-to-day guidance while collaborating effectively with teams and stakeholders. - Demonstrate the credibility, professionalism, and performance needed to consistently meet or exceed expectations. - Be willing and able to **travel up to 65%** for onsite customer training and related business needs. ### Benefits - **Competitive compensation** for a full-time role in healthcare technology. - **Remote workplace** within the United States, with onsite travel required as part of customer training responsibilities. - **Medical, dental, and vision coverage**. - **401(k) plan with company match**. - **Paid Time Off (PTO)**. - **Paid parental leave**. - **Short-term disability coverage**. - **Work Life Assistance Program**. - **Health Savings Account (HSA)** and **Flexible Spending Account (FSA)** options. - **Education benefits** to support continued professional development. - **Worldwide scholarship program**. - **Volunteer opportunities**. - Opportunities to **grow your career in healthcare technology** and develop your professional skills. - Access to a collaborative environment with training, mentorship, and opportunities to work across teams. - Benefits may vary depending on location and employment status.