Steve Chidester Email & Phone Number

American Fork, Utah, United States

• Accountable to the commercial success of revenue cycle management products and leading efforts in the execution of product strategy.• Define product vision, strategy and roadmap by leveraging competitive, customer and market analysis.• Adept with cross functional communication, and able to bridge organizational gaps between different functional groups, most often between development, marketing, sales, and support. • Work on a broad range of business initiatives and objectives by leveraging a wide set of technologies and tools.• Participate in all phases of the product development lifecycle, including discovery, requirements analysis, design, backlog prioritization and refinement, validation, and integration of products as well as the introduction of products to the market. • Conduct research and customer interviews to develop a solid understanding of customer needs, new technologies, trends in the market, and competitor products.• Continuously monitor, measure and report on key business metrics, as well as identify areas for improvement.

American Fork, Utah, United States

• Defined revenue cycle management solutions for Dentrix®, Dentrix Ascend®, and Easy Dental® customers.• Managed the product backlog/roadmap and led design review, backlog prioritization and refinement meetings for multiple Agile development teams.• Conducted usability tests, focus groups, and on-site customer visits to determine and validate customer needs.• Developed software product concepts, designs, and/or enhancements to existing product design that reflected market and user requirements.• Consistently delivered quality solutions on time and in scope.• Coordinated product release strategies and efforts with applicable groups across the organization.

American Fork, Utah, United States

• Conducted research and analysis on assigned projects to translate business and market requirements into functional requirements; develop and maintain detailed, functional software specifications and design documents.• Defined functionality of new and existing features for the Dentrix® (U.S. and International) and Easy Dental® dental practice management software applications.• Provided technical analysis and direction for development of APIs for the Dentrix application which are made available to members of the Dentrix Developer Program (DDP).• Participated in functional specification reviews, design reviews, and other applicable meetings for assigned projects.• Acted as an end-user advocate in the development process; interacted with end-users in determining functionality and features for assigned projects.• Helped implement and currently provide technical consultation for highly successful developer program, enabling over 200 domestic and international technology companies to develop product integrations with the industry leading Dentrix® platform.• Served as technical liaison and advisor to third party developers and technology partners• Authored and updated content for several API developer guides

American Fork, Utah, United States

• Directed personnel activities of 13 to over 25+ support staff members, including up to 3 Team Leaders• Conducted new hire interviews; trained, coached and monitored Team Leaders and support technicians• Maintained a department budget and analyzed monthly P&L reports; helped promote the support and sale of product support plans and upgrades to customers• Created, managed and reviewed statistical and management reports for Support team• Developed objectives and directed activities of customer support to maximize customer satisfaction• Implemented new policies and procedures; planned and directed weekly training meetings • Trained, coached and monitored support technicians; handled sensitive and confidential projects as needed• Successfully handled escalated calls and complex situations while maintaining the company’s objectives• Developed and implemented new policies and procedures

American Fork, Utah, United States

• Provided outstanding support and problem resolution to professional customer base using Dentrix software• Built customer loyalty and confidence through superior customer service• Successfully resolved escalated calls and complex situations• Worked closely with dental providers and their staff educating them on product features, efficiency opportunities, etc.

Provo, Utah, United States

• Tested and evaluated various new and updated IBM developed educational software products• Set up test environments; created and executed test cases to determine if products functioned as designed and intended according to documented requirements• Analyzed product specifications to ensure that requirements stated were correct, unambiguous, and verifiable• Documented test results and recommended design improvements and corrections to software engineers throughout the development process• Edited digital audio tracks for software project