Desired Job Title
DSO Account ManagerCustomer Relations SupervisorLaboratory OperationsLocation Preference
On-SiteRemoteHybridLocation: Corona, CA
Open to relocation: No
Open To Work
Hi, I’m
Nicole Elkind
Account Manager
Corona,CA
Work Preference
Summary
Results-oriented Account Manager with 17 years of experience in dental operations and enterprise DSO partnerships. Drives growth for mid-market and multi-location dental organizations through executive engagement and data-driven account planning. Manages extensive portfolios while fostering adoption across operational and clinical teams to enhance financial performance and operational execution.
Overview
17
years of professional experience
Work History
Glidewell Dental Laboratories
DSO Account Manager
05.2024 - Current
Job overview
- Manage and grow a portfolio of multi-location DSOs, serving as primary relationship owner for executive and regional stakeholders.
- Partner with CFOs, COOs, VPs of Operations, and regional leaders to align solutions with performance goals and revenue targets.
- Drove revenue growth by increasing product adoption and executing strategic account plans aligned with financial and operational objectives.
- Maintained strong field presence, collaborating cross-functionally with sales, operations, and support teams to ensure seamless implementation and sustained success.
- Utilized account segmentation and data analysis to prioritize opportunities and execute targeted strategies for expansion.
- Participates in Quarterly Business Reviews (QBRs), presenting performance metrics, case volume trends, and growth opportunities with clear ROI impact.
- Represent the organization at national dental conferences and industry events to strengthen partnerships and drive new business development.
Glidewell Dental Laboratories
Customer Relations Supervisor
04.2016 - 05.2024
Job overview
- Led and developed a team of 20+ agents supporting dental offices nationwide, ensuring high service levels and KPI achievement.
- Implemented service-focused process improvements and performance tracking initiatives to enhance response times, resolution quality, and overall customer experience.
- Implemented process improvements and performance tracking initiatives, enhancing customer experience and operational efficiency.
- Monitored customer feedback and service trends, identifying improvement opportunities to elevate client satisfaction and retention.
- De-escalated complex operational challenges, preserving executive relationships and enhancing customer retention.
Glidewell Dental Laboratories
Laboratory Operations
03.2012 - 04.2016
Job overview
- Designed and implemented SOPs and SLAs, enhancing service consistency across remote call centers and manufacturing labs.
- Conducted operational audits, partnering with cross-functional teams to optimize processes and ensure accountability.
- Collaborated with production managers and technical teams to identify workflow inefficiencies, improve case processing accuracy, and enhance overall lab throughput.
- Analyzed operational performance metrics and recommended process enhancements, supporting continuous improvement initiatives to strengthen quality control.
- Partnered with cross-functional departments, including technical support and manufacturing, to align laboratory operations with service expectations and production goals.
Education
Esperanza High SchoolAnaheim, CA
High School Diploma
University Overview
GPA: 4.0
Fullerton CollegeFullerton, CA
Coursework from communications studies, public relations
University Overview
Skills
- Data analysis
- Account management
- Client management
- Strategic planning
- Growth strategies
- Sales forecasting
- Retention strategies
- Relationship building
Timeline
DSO Account Manager
Glidewell Dental Laboratories
05.2024 - Current
Customer Relations Supervisor
Glidewell Dental Laboratories
04.2016 - 05.2024
Laboratory Operations
Glidewell Dental Laboratories
03.2012 - 04.2016
Esperanza High School
High School Diploma
Fullerton College
Coursework from communications studies, public relations