DSO Customer Success & Education Coordinator
Straumann Group
1 day ago
Full-time
Hybrid (New South Wales, Australia)
Australia
The role is responsible for supporting the successful onboarding, activation, and ongoing engagement of Dental Support Organisation (DSO) partners across Australia and New Zealand.This role plays a critical part in ensuring that commercial agreements translate into adoption, utilisation, and revenue through the effective coordination of education programs, customer onboarding activities, training logistics, and cross-functional execution. The role is highly operational and customer-focused, acting as a key enabler between the DSO team, Education, Sales, Marketing, and external customers to ensure programs are delivered efficiently and consistently.The role supports the execution of customer success initiatives that strengthen partner experience, accelerate clinician uptake, and improve the return on commercial partnerships.
Key Responsibilities
DSO Onboarding & Customer ActivationSupport the onboarding and activation of new DSO accounts in line with agreed commercial and education plans.
Coordinate onboarding activities to ensure customers are set up for successful adoption and utilisation of Straumann Group solutions.
Track and follow up key onboarding and activation milestones to support timely execution.Help ensure a consistent customer experience across DSO partners through structured coordination and follow-through.
Education & Program CoordinationCoordinate the operational execution of DSO-related education and training programs, including internal, customer-facing, and third-party sessions.
Ensure all materials and resources required for education delivery are prepared and available, including product samples, handouts, certificates, equipment, and kits.Work closely with trainers, speakers, KOLs, the Medical Education team, and internal stakeholders to ensure sessions are properly supported.
Coordinate participant registrations, confirmations, communications, and post-session follow-up.Support internal briefing and alignment sessions ahead of key DSO training initiatives or customer rollouts.Customer Success Operations & LogisticsManage equipment bookings, course materials lists, and resource allocation to support customer and education activities.
Maintain inventory of relevant training and customer support materials and coordinate replenishment as required.
Support the smooth operational delivery of customer success programs by ensuring timelines, resources, and logistics are effectively managed.
Identify process improvement opportunities to increase efficiency, reduce manual administration, and improve execution quality.Stakeholder CoordinationLiaise with the DSO team, Medical Education, Sales, Marketing, Product Managers, and other internal functions to ensure alignment with business objectives and partner needs.
Provide operational support to DSO-facing initiatives that drive clinician engagement, product utilisation, and customer retention.
Support the preparation of customer-ready materials and resources to assist account development and program delivery.
Build effective working relationships with internal and external stakeholders to ensure high service standards.
Reporting, Process & ComplianceMaintain accurate records relating to training activities, program participation, materials, and operational support.
Assist with tracking key activity metrics related to DSO onboarding, education delivery, and customer engagement.
Ensure activities are delivered in accordance with company processes, quality standards, and compliance requirements.Adhere to the Company’s Quality Assurance System and contribute to continuous improvement of relevant systems and processes.Undertake additional duties as required to support the success of the DSO function.
Skills And Competencies
Strong organisational and coordination skills with the ability to manage multiple projects and priorities at once.
Strong customer service mindset and ability to support customer success outcomes through disciplined execution.
Ability to work cross-functionally and coordinate effectively across commercial, education, and operational teams.High attention to detail and ability to deliver to deadlines in a fast-paced environment.
Strong written and verbal communication skills.
Problem-solving capability and a proactive approach to improving processes and execution.
Proficiency in Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.Familiarity with CRM systems, digital learning platforms, or customer support systems is advantageous.
Education And Qualifications
Bachelor’s degree in Business, Marketing, Education, Healthcare, or a related field preferred.
Experience in customer success, account coordination, education administration, sales support, event coordination, or training logistics preferred
Key Responsibilities
DSO Onboarding & Customer ActivationSupport the onboarding and activation of new DSO accounts in line with agreed commercial and education plans.
Coordinate onboarding activities to ensure customers are set up for successful adoption and utilisation of Straumann Group solutions.
Track and follow up key onboarding and activation milestones to support timely execution.Help ensure a consistent customer experience across DSO partners through structured coordination and follow-through.
Education & Program CoordinationCoordinate the operational execution of DSO-related education and training programs, including internal, customer-facing, and third-party sessions.
Ensure all materials and resources required for education delivery are prepared and available, including product samples, handouts, certificates, equipment, and kits.Work closely with trainers, speakers, KOLs, the Medical Education team, and internal stakeholders to ensure sessions are properly supported.
Coordinate participant registrations, confirmations, communications, and post-session follow-up.Support internal briefing and alignment sessions ahead of key DSO training initiatives or customer rollouts.Customer Success Operations & LogisticsManage equipment bookings, course materials lists, and resource allocation to support customer and education activities.
Maintain inventory of relevant training and customer support materials and coordinate replenishment as required.
Support the smooth operational delivery of customer success programs by ensuring timelines, resources, and logistics are effectively managed.
Identify process improvement opportunities to increase efficiency, reduce manual administration, and improve execution quality.Stakeholder CoordinationLiaise with the DSO team, Medical Education, Sales, Marketing, Product Managers, and other internal functions to ensure alignment with business objectives and partner needs.
Provide operational support to DSO-facing initiatives that drive clinician engagement, product utilisation, and customer retention.
Support the preparation of customer-ready materials and resources to assist account development and program delivery.
Build effective working relationships with internal and external stakeholders to ensure high service standards.
Reporting, Process & ComplianceMaintain accurate records relating to training activities, program participation, materials, and operational support.
Assist with tracking key activity metrics related to DSO onboarding, education delivery, and customer engagement.
Ensure activities are delivered in accordance with company processes, quality standards, and compliance requirements.Adhere to the Company’s Quality Assurance System and contribute to continuous improvement of relevant systems and processes.Undertake additional duties as required to support the success of the DSO function.
Skills And Competencies
Strong organisational and coordination skills with the ability to manage multiple projects and priorities at once.
Strong customer service mindset and ability to support customer success outcomes through disciplined execution.
Ability to work cross-functionally and coordinate effectively across commercial, education, and operational teams.High attention to detail and ability to deliver to deadlines in a fast-paced environment.
Strong written and verbal communication skills.
Problem-solving capability and a proactive approach to improving processes and execution.
Proficiency in Microsoft Office applications including Excel, Word, Outlook, and PowerPoint.Familiarity with CRM systems, digital learning platforms, or customer support systems is advantageous.
Education And Qualifications
Bachelor’s degree in Business, Marketing, Education, Healthcare, or a related field preferred.
Experience in customer success, account coordination, education administration, sales support, event coordination, or training logistics preferred
- Experience in healthcare, medical devices, dental, or related industries is desirable