Clinical Support Trainer & CX Expert (ITA)

📋 Description

• • Dandy Technology is at the forefront of revolutionizing the vast and historically traditional dental industry, a sector valued at over $200 billion. Fueled by significant investment from leading venture capital firms, our ambitious mission is to modernize and streamline every facet of dental practice operations through cutting-edge technology. As we embark on a global expansion, Dandy is dedicated to building the definitive operating system for dental offices worldwide. Our goal is to empower clinicians and their teams with innovative technology and unparalleled support, enabling them to achieve greater success for their practices, their staff, and most importantly, their patients.
• • We are seeking a highly motivated and experienced Clinical Support Trainer & CX Expert to join our new market launch team in Italy. This pivotal role is designed to drive clinical adoption and foster customer excellence, serving as a cornerstone of our international growth strategy. The position is a dynamic hybrid, expertly blending high-impact training initiatives with advanced clinical support. This ensures that dental practices not only confidently adopt our digital workflows but also receive expert guidance when navigating complex clinical cases. You will be the primary localized clinical authority, responsible for both training delivery and customer experience, conducting live onboarding sessions, coaching clinicians through intricate digital workflows, and expertly resolving the most challenging clinical issues.
• • This is a role that offers significant autonomy and promises substantial impact, directly shaping customer success, ensuring market readiness, and driving long-term digital adoption within the Italian market. The role involves up to 50% travel to conduct in-practice training sessions and 50% of your time will be based in our Milan office.
• • **Training Delivery & Adoption Coaching:**
• • You will be responsible for delivering localized, high-impact onboarding programs, utilizing both virtual and in-practice methods, specifically designed to build clinician confidence with scanning technologies and digital workflows.
• • A key aspect of your role will involve observing clinical workflows in real-time and providing immediate, constructive coaching to reinforce best practices and significantly elevate the quality of scans produced.
• • You will actively drive early digital utilization within practices by identifying and removing clinical and workflow blockers, and by assisting practices in establishing robust, sustainable digital habits.
• • You will play a crucial role in adapting and localizing global training content to ensure it aligns perfectly with regional workflows, specific terminology, and relevant regulatory standards within Italy.
• • Building strong, trusting relationships with clinicians and their practice teams will be paramount, enabling you to effectively guide them in translating training into consistent, successful digital case outcomes.
• • **Clinical Support & Case Quality Expertise:**
• • You will serve as the senior clinical escalation point for complex cases, providing clear, concise, and expert guidance through various communication channels including chat, phone, video conferencing, and email.
• • Your responsibilities will include troubleshooting clinical, scanning, and technical issues from initiation to resolution, offering effective solutions that demonstrably improve both the quality of patient care and clinician confidence.
• • You will be tasked with assessing scan and case quality against established global standards, providing targeted coaching to foster a culture of continuous improvement.
• • Acting as a vital liaison between clinicians and our dental laboratory, you will translate complex clinical preferences into actionable, precise directions to ensure accurate and successful case outcomes.
• • You will be instrumental in surfacing market-specific clinical insights and feedback to our product, lab, and customer experience teams, thereby supporting workflow localization and driving ongoing product and service enhancements.
• • **Operational Autonomy & Cross-Functional Support:**
• • You will independently manage your schedule, confirm appointments, and handle all travel logistics, particularly in markets where dedicated local administrative support may not be available.
• • As the local Subject Matter Expert (SME) for Customer Experience (CX) and training, you will actively support new hires and contribute to the development and updating of Standard Operating Procedures (SOPs) and internal knowledge resources.
• • You will collaborate effectively with various cross-functional teams on projects aimed at refining clinical processes, enhancing case quality, and elevating the overall customer experience.
• • Maintaining a deep and up-to-date knowledge of local clinical standards, terminology, and regulatory requirements within the Italian dental market is essential for success in this role.