Digital Case Specialist

About the role

Our dentist business is being rebuilt, and we need someone who actually knows digital dentistry to stand beside our customers while we do it.

Right now, dentists who send us digital cases are largely unsupported. There's no one dedicated to following up after a case comes in, answering design questions before they become problems, or helping a practice get more out of the platform. That work currently sits with one person who is also covering the lab side and simply doesn't have the hours.

You would own it. You are the person a dentist talks to about their case — the one who understands what makes a case good, can say so plainly, and can push back when a clinician has it wrong.

This is not a design seat. You are not producing the cases yourself.

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What you'll do

• Talk to dentists. Proactive follow-up after cases are submitted, consultation when they have questions, troubleshooting when something goes wrong.
• Review cases. Assess case quality and design architecture, and advise on how to get better outcomes.
• Grow existing accounts. Work with practices already sending to us on how to send more, and more of the right kind.
• Feed the product. Bring what you hear from dentists back to marketing, engineering, and product so the platform keeps improving.
• Spot the advocates. Identify customers who could become key opinion leaders for the business.

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What success looks like

In your first 6–12 months, ranked:

1. Increase case volume from existing dentist customers by 25%
2. Build genuine working relationships across the customer base
3. Identify and develop customer KOLs for the business

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What you'll decide on your own

You'll own the day-to-day: who to call, what to escalate, what gets discussed with customers, and small refunds and credits. Larger refunds go to your manager. This role does not manage people.

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What we need from you

1. Hands-on digital case design experience. You have designed in 3Shape and/or exocad, including complex cases, and you understand the architecture of what makes a case good.
2. You've consulted with dentists on their cases. You can hold your own in a clinical conversation — comfortable disagreeing with a dentist, and telling them clearly when a case won't work. Not easily intimidated.
3. A strong, clear communicator. You can describe a technical problem in a way anyone can act on, and people enjoy dealing with you.

Nice to have

• You've carried revenue-linked KPIs before
• You're a known name in the digital dentistry industry

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Practical details