Account Management Operations Manager

Planet DDS is a dynamic and rapidly growing dental software company, serving over 13,000 practices across the United States with over 118,000 users. The company delivers a complete platform of cloud-based SaaS solutions for dental practices, including Denticon Practice Management, Apteryx Imaging, Cloud 9 Ortho Practice Management, and Legwork Patient Relationship Management. Planet DDS is committed to creating value for its dental practice clients by solving the most urgent challenges facing today’s dental practices.
 The Account Management Operations Manager will be responsible for supporting the entire account manager organization, across all brands at Planet DDS (Denticon, Apteryx, Legwork, and Cloud 9). The individual will work closely with members of the account management organization and frequently be involved in cross-departmental collaboration. The Account Management Operations Manager will be responsible for managing and optimizing the systems, data & analytics, and processes that empower our Account Managers to excel in customer engagement, growth, and retention. 
This is a hybrid position working 2x per week in either our Irvine, CA or Phoenix, AZ offices. 
Key Responsibilities
1. System Ownership & Integration

• Manage and maintain the systems (Totango, Salesforce, Spiff, Salesloft) used by the Account Management team to track, retain, and expand accounts.
• Lead system integrations and improvements to streamline account management workflows.
• Act as the primary liaison with the IT and Product teams to ensure smooth system functionality and integration with other platforms.
• Provide training and support for Account Managers on system updates, best practices, and new features.

2. Data & Analytics

• Design and maintain dashboards and reporting tools that offer actionable insights on account performance, retention rates, and growth opportunities.
• Analyze data to identify trends, potential risks, and areas for improvement across accounts, working closely with Account Managers to implement data-driven strategies.
• Conduct regular business reviews with the Account Management leadership team, sharing insights and recommendations based on data analysis.
• Monitor key metrics, such as customer satisfaction, account retention, and expansion, ensuring the team meets its performance goals.

3. Process Development & Optimization

• Develop, document, and implement standardized processes for account retention, growth, and performance tracking within the Account Management team.
• Partner with People Managers to create onboarding, training, and development plans that support the growth of Account Managers.
• Establish a quality assurance program to maintain consistency in customer interactions and account management practices.
• Work with cross-functional teams, including Marketing, Sales, Customer Support, Billing, and Product, to align processes and optimize client experiences.

4. Team Support & Leadership Collaboration

• Develop Account Manager variable compensation plans with Director, Revenue Operations and VP of Account Management and track monthly attainment and trends.
• Act as a support resource for Account Managers, addressing any operational issues or challenges that may arise.
• Collaborate with the VP of Account Management and Managers of Account Management to define and execute strategic initiatives that drive team performance.
• Facilitate feedback loops to continuously improve systems, processes, and reporting for the Account Management team.
• Work closely with Director, Revenue Operations and the Marketing Operations and Sales Operations teams to execute end-to-end revenue generation initiatives.

Skills & Qualifications
• 5-7 years of experience in operations, analytics, or process management, preferably within a software or technology company.
• Proven experience with CRM systems (e.g., Salesforce) and data analysis tools (e.g., Tableau, Power BI).
• Strong analytical skills with the ability to interpret complex data sets and provide actionable insights.
• Advanced Microsoft Excel skillset.
• Exceptional project management skills, with experience leading system integrations and process improvements.
• Excellent communication and interpersonal skills, with a track record of collaborating effectively with cross-functional teams.
• Detail-oriented and highly organized, with a focus on creating efficient, scalable processes.