Orthodontic Dental Assistant

About the Role

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies.

Role Type: In-person

Preferred Location: Charlotte, NC

Key Responsibilities

• Foster and maintain strong, long-term client relationships to drive satisfaction, loyalty, and increased engagement across active, lapsed, and lost SureSmile accounts.
• Educate customers on SureSmile products, best practices, and value-driving workflows.
• Lead onboarding for new and existing customers, ensuring smooth setup, implementation, and early success with SureSmile products.
• Monitor customer health, proactively identify risks, and address issues before they escalate to prevent churn.
• Answer and place calls as required to support customers and internal teams.
• Leverage data insights to understand account trends, identify at-risk customers, and develop strategies that enhance satisfaction and retention.
• Maintain consistent, proactive communication with clients across multiple channels to track progress, gather feedback, and provide updates.
• Target assigned accounts effectively using pre-call planning and research to drive meaningful engagement.
• Maintain strong daily discipline to manage and prioritize an assigned book of business.
• Collaborate with internal teams and maximize internal resources to strengthen retention and account outcomes.
• Demonstrate deep knowledge of the full SureSmile product suite to provide informed guidance and recommendations.
• Stay organized and prepare thoroughly for client interactions by planning calls in advance.
• Lead structured, purposeful client conversations that deliver value and address customer needs.
• Work independently with strong self-discipline to manage daily workload and account activities.
• Log all activities, tasks, and interactions accurately in Salesforce to ensure visibility and accountability.
• Maintain a mindset of curiosity and continuous learning to support professional development and improved performance.
• Make quick, informed decisions that support customer retention and move sales opportunities forward.
• Understand each account’s business, challenges, and goals to reduce churn and drive long-term success.
• Prepare for one-on-one meetings with management to ensure alignment on strategy, progress, and performance.
• Understand key performance standards and consistently deliver strong, measurable results.

Requirements & Tech Stack

• Salesforce or comparable CRM systems
• Orthodontic Dental Assistant (Virtual Client Success Manager) experience
• Experience managing and growing active and lapsed accounts
• Experience with strategic account planning
• Experience with consistent outreach
• Experience building strong client relationships
• Experience tailoring solutions
• Experience serving as a trusted advisor
• Experience coordinating with internal teams
• Experience addressing and escalating customer concerns
• Experience delivering product training
• Experience identifying opportunities to maximize account potential and long-term growth
• Travel: Up to 10%

Qualifications

• Bachelor’s degree in business or other related area, or significant industry experience required.
• 0-5+ years of client success and/or client care experience required.
• Active dental assistant, orthodontic assistant, or dental hygienist licensure/certification is preferred but not required.
• Current Healthcare Provider CPR or BLS certification is beneficial but not required.
• Proven track record of client success and/or client care experience preferred.
• Experience in account management, customer success, or a similar client-facing role.
• Strong ability to build and maintain long-term customer relationships and drive engagement and retention.
• Skilled in customer training, onboarding, and communicating product value.
• Strong analytical and problem-solving abilities.
• Excellent communication and organizational skills.
• Self-directed and disciplined.
• Demonstrated ability to collaborate with cross-functional teams.
• Commitment to continuous learning and professional growth.
• Experience with dental or medical technology products is a plus.
• Knowledge of sales and marketing strategies preferred.