LADARIUS DENNIS

• Managed a portfolio of enterprise accounts, driving customer retention, adoption, and long-term growth.
• Led strategic business reviews and executive stakeholder meetings to demonstrate ROI and align platform usage with business objectives.
• Analyzed customer health metrics to identify at-risk accounts, developing and executing targeted success plans that reduced churn by 15% and improved retention.
• Partnered cross-functionally with Product, Engineering, Billing, and Support teams to resolve complex customer challenges and improve customer outcomes.
• Drove contract renewals, expansion opportunities, and customer advocacy across a multi-million-dollar book of business.
• Served as the primary escalation point for enterprise customers, ensuring timely resolution of critical business and operational issues.

• Onboarded and trained 200+ dental practices during the migration from LocalMed to the Dental Intel Engagement platform.
• Conducted virtual onboarding sessions, guiding customers through system setup, configuration, and adoption best practices.
• Developed customized implementation plans to align platform functionality with each practice's operational workflows.
• Delivered product training and troubleshooting support to drive user adoption and ensure a seamless transition.
• Collaborated with cross-functional teams to resolve technical issues and maintain implementation timelines.
• Created onboarding resources and documentation to improve customer self-sufficiency and long-term platform success.

• Manage help desk inquiries via Zendesk for residential and enterprise customers.
• Troubleshoot connectivity, latency, and account portal issues; escalate complex cases as needed.
• Provide onboarding and guidance for enterprise clients on service setup and features.
• Resolve billing disputes and feature requests, reducing repeat contacts.
• Maintain accurate documentation in CRM and proactively notify customers of service disruptions.

• Built trusted relationships with 140+ SaaS clients, using needs-based conversations, organized follow-up, and strategic engagement to maintain 95%+ CSAT.
• Reduced customer churn by 18% through proactive account health analysis, risk mitigation, and targeted retention strategies.
• Improved onboarding efficiency by 20%, accelerating time-to-value and increasing customer satisfaction during the first six months.
• Designed and executed customized SaaS implementation plans, reducing customer adoption time by 35%.
• Conducted Quarterly Business Reviews (QBRs) to showcase ROI, enhance product adoption, and align customer goals with platform capabilities.
• Created scalable customer enablement resources, including FAQs, training guides, and video tutorials, which increased self-service adoption and decreased support requests.

• Resolved customer inquiries via chat, email, and ticketing systems while maintaining professionalism.
• Utilized remote assistance tools to diagnose problems, ensuring efficient issue resolution.
• Provided comprehensive technical assistance for software, hardware, and network challenges.
• Delivered Tier 1–2 support for enterprise cloud-based construction software via Zendesk, Salesforce, and Jira.
• Trained new enterprise users on software workflows, boosting adoption and reducing support tickets.
• Resolved functionality issues including scheduling errors, data sync problems, and UI navigation.
• Managed password resets, license assignments, and billing inquiries.
• Partnered with product teams to identify and resolve recurring technical issues.
• Created self-service resources to empower end users and reduce ticket volume.