SiaB Solution Specialist

Summary Of Position

The Planning Success Partner (PSP) plays a key role in supporting the organization by ensuring high-quality customer experience throughout the digital treatment planning journey. Working closely with the digital planning team, the PSP serves as a liaison between the customer and internal planning teams, helping to clarify treatment goals, address customer inquiries, and ensure that treatment setups align with both customer expectations and clinical protocols. By fostering effective communication, the PSP contributes to improved treatment outcomes, higher customer satisfaction, and overall operational efficiency.

Summary Of Position

The Planning Success Partner (PSP) plays a key role in supporting the organization by ensuring high-quality customer experience throughout the digital treatment planning journey. Working closely with the digital planning team, the PSP serves as a liaison between the customer and internal planning teams, helping to clarify treatment goals, address customer inquiries, and ensure that treatment setups align with both customer expectations and clinical protocols. By fostering effective communication, the PSP contributes to improved treatment outcomes, higher customer satisfaction, and overall operational efficiency.

Essential Functions And Duties

To successfully perform this role, the individual must be able to carry out the following duties effectively and consistently:

Perform digital treatment plans quality check and case finalization.

• Thoroughly evaluate patients' treatment plans, ensuring alignment with internal company protocols, case prescription, additional instructions and clinical preferences.
• Conduct in-depth assessments of treatment requirements and execute case finalization as needed using company software.

Provide customer support.

• Provide outstanding proactive and reactive support to customers, ensuring prompt, clear, and high-quality responses to their inquiries while maintaining excellent service standards.

Clinical preferences analysis and setup calls.

• Leads preference setup calls and identifies opportunities for alignment or coaching with customers; may support others team members in handling complex cases.

Cross-functional collaboration.

• Leads high-level preference setup calls with complex cases or high-value customers, identifies strategic opportunities for standardization or customization, and mentors team members (designers, PSPs, customer service representatives, etc.) in managing challenging clinical alignment. Partners with cross-functional teams to improve clinical onboarding processes and drive provider
• Cross-functional collaboration.
• Collaborate seamlessly with teams across various departments to ensure a seamless and world-class experience for customers. Proactively engage with other roles when necessary to address concerns, provide valuable insights, and ensure exemplary experience for all parties involved.
• Quality agreement.
• Demonstrate ongoing commitment to advanced dental knowledge, staying current with industry trends, and always remaining up to date on company processes (WI, SOP, etc.), internal software and platforms, and clinical protocols.

Qualifications

• Bachelor’s degree, diploma, or equivalent professional experience in Engineering, Dental Technology, Dentistry, or related technical/clinical field.
• Minimum English level: C1.
• Requires a minimum of one year of relevant education and/or technical experience in the dental field.
• Previous experience in dental treatment digital planning is preferred.
• Displays enthusiasm for providing excellent support and service.
• Excellent organizational and time management skills.
• Exhibits sound and accurate judgement.
• Intermediate to advanced computer skills (Microsoft Office Suite, Microsoft 365).
• Strong interpersonal and motivational skills.
• Ability to adapt to changes in the work environment with short notice.
• Proficiency with driving results and quality.
• Thrives in a fast-paced team environment.
• This requirement may vary depending on the country where the position is posted.

Physical Requirements

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While Performing The Duties Of This Job, The Employee

• Must be able to use a keyboard, computer mouse and computer monitors for 8 hours at a time.
• Must be able to sit at a desk for approximately 8 hours per day while using a computer and phone.
• Must be able to verbally communicate, wear a headset, and communicate over the phone for 8 hours a day.
• Occasional travel may be required for this role.

Language Skills

• Ability to read and interpret training documents, safety rules, operating manuals, maintenance instructions and procedural documents in English.
• Proficiency in an additional language relevant to the employee’s geographic location.

Mathematical Skills

• Ability to calculate figures and measurements.
• Ability to quickly perform simple calculations while performing tasks related to specific work assignments.

Reasoning Ability

• Proficiency in applying practical discernment to effectively execute instructions provided in written, verbal, or schematic formats.
• Profound capacity for logical problem-solving, including the aptitude to ascertain the appropriate sequence of actions required to address interconnected work assignments.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:

• Work is performed primarily in a home or office environment.
• The employee may occasionally be exposed to dust.
• The usual noise level in the office environment is quiet to moderate.
• Individual goals and KPIs (Customer ratings, productivity, solved tickets, quality) must meet or exceed requirements.

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