Customer Obsession in the Field, Online, and Beyond

As an orthodontic technology company, we’re obsessed with delivering the best care to our providers, so they can bring the best care to their patients. That commitment is echoed at every level of our organization—from the C-suite to support to operations and beyond. However, no team exemplifies our dedication to serving the needs of our customers better than our Account Executive team.

They’re relationship-builders, product experts, sales professionals, and so much more. All in the name of providing world-class service to our CandidPro providers.

Building relationships day by day

Routine visits and drop-ins are some of the most important functions our Account Executives perform. We know strong relationships need to be tended to with care. These in-person visits give our providers an easy way to share feedback, get support, and collaborate directly with our team.

For Alex Cagle-Sanchez, who serves CandidPro practices in Northern California, the goal is to get facetime with his practices at least once per month.

“I hit the road as early as 6 or 7 am during the week so I can make it to a few practices each day. Every office is unique, but that’s what keeps it interesting. I’ve been working with some of these teams for years, and helping them grow is extremely rewarding.”

Out in the Great Lakes region, Hunter Ackerman splits his time serving offices across Michigan and Indiana, and appreciates how every day presents new challenges.

“There’s no one-size-fits-all approach. You have to meet practices where they’re at. Some practices that are interested in doing team learning events. Some just want me to come by to support delivery appointments. Some doctors want to talk about growing their practice over dinner. All of them appreciate that we’re here for them when needed. I’m happy to be flexible and give them the opportunities they need to succeed on their own terms.”

Learning together with collaborative events

While regular check-ins with our providers are a significant part of our Account Executives' schedules, purposefully planned events are another way our Account Executives spend their time.

Our team regularly works with CandidPro providers to plan and host production day events. We call them Love Your Smile Days. These special events are one way we build trust and partnership with our providers, all while helping them generate significant revenue with our products.

A lot of time and coordination goes into a Love Your Smile Day—they generally involve much of the practice’s team and several weeks of advanced planning. That’s why our teams in the field and our decentralized offices spring into action to help CandidPro providers plan and host these events.

“Love Your Smile Day events are an incredible opportunity for our providers to generate revenue.” Says Kendra Curry, a Senior Account Executive who manages practices in Texas and Oklahoma. “It’s a great resource for offices. It helps them build their team, get to know more of our team, and plan a fun day for patients.”

While Account Executives play a significant in-person role in these events, Practice Marketing team members like Reece Nelson and Angela Gray play a key role in helping practices navigate the planning process step-by-step.

“I meet with teams on a regular basis to make sure their events are set up for success. It’s another touch that supports the work of our Account Executives.” says Reece. “We help them get their workflows dialed in, ensure that they’re promoting their event, and help them dream up unique ideas to engage their patients.”

Training for success with convenient learning opportunities

Providing in-office training is another important function our Account Executives play—also with the support of our Practice Marketing Team. Some of our providers are experienced with clear aligners. Others are just getting started.

With in-office training sessions, our Account Executives boost their confidence while helping them deliver high-quality care to their patients.

Jess Parker, who serves practices in the Washington, DC metro area, has become famous on our team for her patient identification training. Her signature session helps practices proactively identify malocclusion and effectively communicate the need for clear aligner treatment to patients.

“It’s surprising how many dental teams aren’t taking advantage of the opportunity in their practice,” says Jess. “Traumatic malocclusion doesn’t always mean crooked teeth. I get to show them how they can make a real difference in their patients’ lives by identifying malocclusions before they cause more serious issues.”

“Being a trusted source of clinical education is everything to us,” says Jennifer Pinder, Director of Practice Development. “Jess’ in-person training has flipped a switch for so many of our practices by helping them unlock more revenue while enhancing their standard of care.”

Jennifer also plays a role in training practices virtually.

“Sometimes you can’t be there in person when dental teams are available,” says Jennifer. “That’s why we also offer virtual versions of many of our training sessions. Whatever we can do to meet our providers where they’re at.”

Partnership is an obsession

Working with dental professionals isn’t always easy, but for our team, it’s an obsession. We work around their schedules—and around the clock—to make sure they’re set up for success with our products. Our providers ultimately hold the key to changing their patients’ lives for the better with clear aligner therapy, and our provider-facing teams are proud to support them every step of the way.

“It’s really more than a job. This is true dedication to our customers and their patients.” Says Steve Richardson, Area Sales Director for the East region. “We ask a lot of our Account Executives, and they consistently go above and beyond. They do it because, at the end of the day, they have a deep passion and commitment to exceed their providers’ expectations and to ultimately deliver an incredible patient experience. The results speak for themselves.”

If you’re interested in joining our Account Executive team, you’re in luck! Our team is always growing. Check out our open positions today!