Account Specialist

About Wellfit:

Wellfit is transforming the dental industry through fintech innovation. We remove financial barriers between patients, providers, employers, and payors by delivering modern payment, financing, and membership solutions that improve access to care and help practices operate more efficiently.

About the Role:

The Account Specialist serves as the primary post-sale relationship owner for smaller practices and emerging group accounts. This role focuses on onboarding, training, product adoption, utilization, and day-to-day client support following a successful handoff from the Outside Sales team.

This role is an entry point into the Account Management organization and provides a strong foundation for growth into Senior Account Specialist roles.

What You’ll Do:

Client Onboarding & Training:

• Serve as the primary point of contact after contract execution
• Partner with the Outside Sales team to support a warm client handoff
• Lead onboarding calls and coordinate implementation activities
• Explain the onboarding process, expectations, timelines, and next steps
• Act as a liaison between the client, onboarding, implementation, operations, and internal teams
• Deliver training to practice staff on Wellfit products, workflows, and best practices
• Support successful product setup, adoption, and go-live
• Provide ongoing training and retraining to account for staff turnover, workflow changes, and new product adoption

Account Ownership & Relationship Management:

• Manage a defined book of smaller practices and emerging group accounts
• Build strong customer relationships and serve as a trusted resource for account questions, training needs, and operational support
• Own day-to-day account engagement, follow-up, and relationship management
• Respond to client inquiries and operational needs in a timely and professional manner
• Escalate complex issues to the appropriate internal teams when needed
• Support customer retention through proactive communication, strong follow-up, and consistent account support

Product Adoption & Utilization:

• Monitor account usage and engagement through available reporting tools, including Power BI
• Generate and review utilization reports to identify trends, risks, and opportunities
• Identify gaps in product utilization and recommend additional training or operational support
• Help practices incorporate Wellfit products into their day-to-day workflows
• Drive product utilization and customer engagement across the assigned book of accounts
• Help drive utilization metrics beyond target KPIs

Practice Enablement:

• Educate offices on how to incorporate Wellfit’s full suite of services into their workflows, including:
  • Patient financing
  • Payment assurance
  • Payment facilitation
  • Plans
• Support offices in improving treatment acceptance and financial conversations with patients
• Help practices understand how Wellfit’s products can support office efficiency, patient access, and financial conversations
• Identify opportunities for additional product adoption, upsell, or cross-sell based on customer needs and utilization patterns

Documentation & Data Analysis:

• Maintain accurate account documentation in Dynamics
• Document customer interactions, notes, emails, trainings, and follow-ups
• Use CRM and reporting tools to track account activity, utilization trends, and customer needs
• Analyze account data to support decision-making, customer follow-up, and internal visibility

Cross-Functional Collaboration:

• Partner closely with Sales, Onboarding, Operations, Product, and Implementation teams to create a seamless customer experience
• Collaborate with internal teams to improve the customer journey
• Share customer feedback, product insights, and operational trends with internal stakeholders
• Support continuous improvement efforts that enhance onboarding, adoption, and long-term customer success
• Travel may be required for client visits, onsite trainings, or account support

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field preferred
• Experience in customer service, account management, sales, customer success, or another relationship-focused role
• Strong communication, interpersonal, and relationship-building skills
• Ability to interpret customer data and use insights to guide decision-making
• Experience with CRM software and data analytics tools
• Highly organized with strong follow-up and documentation habits
• Ability to work collaboratively in a fast-paced, dynamic environment

Preferred Qualifications:

• Knowledge of the dental industry
• Experience supporting product adoption, customer retention, or client training
• Demonstrated success improving customer satisfaction, engagement, or utilization
• Experience using Dynamics, Power BI, or similar CRM and reporting tools

Company Perks and Benefits:

• Hybrid working model with the expectation to be in office three days per week
• Medical, dental, and vision coverage
• Unlimited PTO with a culture that encourages employees to use it
• 401(k) match up to 4%