Orthodontics Practice Implementation Manager at Straumann Group ·

Summary of position             

• While Straumann is the market leader in dental implants, we are looking for talents to build a new market segment in Orthodontics across South Africa. In this endeavor, the Practice Implementation Manager (PI) will drive case submission and sales volume through remote sales and training activities, excellent service, and team collaboration. The PI, in close collaboration with the Territory Manager (TM) and Clinical Advisor is responsible for driving providers’ utilization after first 3 cases submission, maintaining relationships referred by Territory Managers, as well as reaching out to inactive accounts and remote customers. The position holder is expected to work primarily from the local office/home office and perform at a high level with limited direct supervision.

In this role, you will…

On boarding ClearCorrect providers to drive case utilization, after the first 3 case submission:

• The Practice Implementation together with TM, Inside Sales, Customer Care, and Clinical Advisor, will work as a team to support the customer to drive utilization (proactive role) and be the go-to person in managing activated providers, including but not limited to resolving requests and/or issues in using ClearCorrect, advising on patient activation or education activities.
• Ensure practice readiness. Work together with TM and Clinical advisor to customize and execute the provider’s education plan
• Support TM in preparing ClearCorrect Day (Scan day)

Education

• Walk the provider through the pre-defined on-line learning pathway (hand holding)
• Present the portfolio of courses and webinars to offer additional learning opportunities.
• Based on the provider’s profile, define the learning pathway with additional Education like internal events or 3rd party services: study clubs, events, mentoring etc…

Promote ClearCorrect services

• Treatment Success: Work with the clinical advisor to establish clinical preferences for the provider. Ensure follow up to review patient’s treatment is in accordance with established protocols and preferences.
• TPS: offer Treatment Planning services.
• Other services based on availability (Dental Monitoring etc…)

Patient activation

• Initial training to activate existing patients
• Propose additional services (external learnings)

Growth beyond 10 cases

• Drive utilization beyond 10 cases by offering training and education to treat more complex cases

Additional activities, based on need and organization:

• For small and remote accounts, responsible for activating the providers and manage the sales activity with the support from service team and other colleagues as needed.
• Deliver sales presentation to customers and prospects remotely.
• Reach out to providers to update them on new products, materials and updates in order to increase the case volume. Do outbound calls to inform providers about sales offers and actions.
• Reach out to inactive accounts and providers with lowering submissions by emails and calls to understand their concerns, offer solutions, and get them back in providing cases.
• Report out account activities through sales funnel (IANOS) in CRM as required, use sales dashboard to keep account visibility high, use Zen desk system and complaint system where necessary. Use DoMo/Business Warehouse reports to follow up on cases and providers.
• Meet sales targets and other metrics set by manager on weekly, monthly, quarterly, and yearly basis.
• Be a key team player together with the customer team (TM, PI, Inside Sales, Customer Care, Clinical Advisor) to deliver excellent customer experience.
• Attend and contribute to team and company meetings to stay up to date on relevant information.
• Complete all required company training for this position and apply self-learning necessary for this role.
• Support national/regional congresses and other industry events as requested.
• Continually work to increase knowledge of orthodontics, market trends, and company processes.
• Know and communicate our Vision and Mission to understand the priorities of the team & company.
• Other duties may be assigned, directed, or requested.

Personal attributes and cultural fit that would help the position holder succeed in this role

• Proactive sales driven personality with farmer mentality.
• Enthusiastic about providing excellent support & service, always customer centric.
• Result-driven, can-do mentality with analytical skills and technical affinity.
• Excellent interpersonal and written communication skills. Ability to deliver remote training.
• Team player, motivational and personable personality is welcome.
• Organized with ability to prioritize and multi-task, strong time management skills.

Qualification and requirements:

To perform this job successfully, the position holder needs to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. A reasonable accommodation may be made to ensure individuals with disabilities are able to perform the essential functions of the role.

• Minimum 2 years of sales/account management experience required.
• At least 2 years of related dental experience with a good understanding of a dental practice organization is a plus (dental nurse, practice staff, office manager …).
• Strong track record in sales/account management.
• Be able to handle a high volume of calls, chats, and email traffic both inbound and outbound.
• Solid presentation skills and language proficiency required for the assigned territory; basic English language skills required.
• Have flexibility for travels / hotel nights up to 20% as part of the sales team.
• Ability to read and interpret training documents, safety rules, and procedural documents.
• Ability to calculate figures and measurements. Ability to quickly perform simple calculations.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to prioritized customer needs and guide them to the correct product or service.