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