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 alignmentwith internal company protocols, case prescription, additionalinstructions and clinical preferences.
- Conduct in-depth assessments of treatment requirements andexecute 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 inquirieswhile maintaining excellent service standards.

Clinical preferences analysis and setup calls.

- Leads preference setup calls and identifies opportunities foralignment or coaching with customers; may support others teammembers in handling complex cases.




- Leads high-level preference setup calls with complex cases or high-value customers, identifies strategic opportunities for standardizationor customization, and mentors team members (designers, PSPs,customer service representatives, etc.) in managing challengingclinical alignment. Partners with cross-functional teams to improveclinical onboarding processes and drive provider engagement.

Cross-functional collaboration .

- Collaborate seamlessly with teams across various departments toensure a seamless and world-class experience for customers.
- Proactively engage with other roles when necessary to addressconcerns, provide valuable insights, and ensure exemplary experiencefor all parties involved.

Quality agreement.

- Demonstrate ongoing commitment to advanced dental knowledge,staying current with industry trends, and always remaining up to dateon company processes (WI, SOP, etc.), internal software andplatforms, and clinical protocols.
- Actively participates in and facilitates sessions focused on protocolupdates, case studies, and best practice sharing to ensure alignment,continuous learning, and consistency across the teams.

Handle treatment feedback complaints.





- Effectively handle and resolve complaints related to digital treatmentplanning following established processes and protocols.
- Conduct root cause analysis on regional or provider trends, develop targeted action plans, and drive their execution.

Post-market surveillance

- Responsible for managing post-market surveillance activities,including the intake, investigation, documentation, and resolution ofproduct complaints.

Qualifications:

- Bachelor’s degree, diploma, or equivalent professional experience in Engineering, Dental Technology, Dentistry, or related technical/clinical field.
- Minimum English level: C1., minimum level of Italian: 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 skills 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Employment Type: Full Time

Alternative Locations: Spain : Madrid

TravelPercentage: 0 - 10%

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📌 Planning Success Partner (Madrid)
🏢 Institut Straumann
📍 Madrid