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Overjet is the world leader in dental AI, serving thousands of dental providers and insurers. This Implementation Specialist role is critical to the company's mission: you are the technical liaison who ensures customer implementations succeed by bridging the gap between Sales, Engineering, and Customer Success.
You will report to the Implementation Manager and own the day-to-day experience of assigned customer implementations. Your responsibilities include:
- Serving as the first point of contact for customer questions on setup, timelines, and blockers, proactively identifying and escalating issues before customers discover them
- Joining scoping calls to capture requirements accurately and ensure alignment between what Sales promised, what Engineering builds, and what customers expect
- Diagnosing data-related issues independently, digging into data yourself to identify root causes and providing Engineering with clear, reproducible problems rather than vague complaints
- Tracking commitments across all stakeholders, flagging timeline slips early, and maintaining a single source of truth for project plans
- Gradually taking ownership of portions of the Implementation Manager's workload through close shadowing and mentorship, allowing them to focus on the most complex accounts
- Identifying process improvements: when the same friction point appears twice, you fix it with better templates, checklists, or documentation rather than working around it repeatedly
This role requires complete overlap with US business hours and is based in the Philippines.
You should have worked in a customer-facing technical role long enough to be the person called when something breaks. You pick up complex systems quickly, explain them to nontechnical audiences without sacrificing accuracy, and treat stalled projects as yours to unstick. You are coachable, eager to learn from the Implementation Manager, and ready to take ownership as soon as you're capable. This is not a narrowly scoped role with fixed tasks—you need agency and curiosity.
REQUIREMENTS:
- Bachelor's degree preferred but not required; equivalent practical experience welcome
- 2+ years in a customer-facing technical role (Technical Account Manager, Implementation Specialist, Solutions Engineer, Support Engineer, or similar), ideally at a startup with remote cross-team experience
- Excellent written and verbal English
- Strong technical aptitude and comfort troubleshooting data issues
- Strong problem-solving skills
