Digital Solutions Specialist

This is a fully remote position, open to applicants in Arizona, +2 more states.

📋 Description

• Collaborate with the commercial team following customer commitment to deploy an Ormco product or solution.

• Conduct assessments to determine practice readiness, evaluating workflows, technology, staffing, training needs, and potential implementation challenges.

• Create tailored implementation plans for customers that outline milestones, responsibilities, training needs, target dates, and success criteria.

• Set clear implementation expectations in collaboration with doctors and practice teams.

• Provide field-based training, education, onboarding, and implementation assistance for Ormco's digital orthodontic offerings.

• Educate orthodontists, general practitioners, clinical team members, treatment coordinators, and other practice staff.

• Simplify complex product and technical details into practical, repeatable workflows.

• Offer virtual follow-up training and support, standardizing implementation guides and customer-facing resources.

• Assist with initial product setup, workflow preparation, first usage, and initial case submissions.

• Oversee implementation progress, addressing delays and obstacles while coaching customers during the early adoption phase.

• Verify activation criteria and facilitate documented transitions to Clinical Success, Customer Support, or the designated long-term owner.

• Act as a regional subject-matter expert on Ormco digital orthodontic products and workflows.

• Provide first-line guidance on products and workflows while managing technical, clinical, quality, and customer service escalations.

• Monitor customer issues and report complaints through established channels.

• Collaborate with Field Representatives, Sales, Clinical Education, Clinical Success, Customer Support, and Technical Support.

• Collect customer feedback and relay product insights, enhancement opportunities, and trends to internal teams.

• Record implementation plans, activities, milestones, risks, outcomes, and transitions in CRM or implementation-management systems.

• Manage customer activities across a designated geography, including field schedules, travel, and allocated resources.

• Generate reports on implementation, activities, expenses, and status.

⛳️ Requirements

• Bachelor’s degree or an equivalent combination of education and relevant professional experience.

• At least three years of experience in orthodontics, dentistry, medical devices, clinical training, customer implementation, customer success, or a related field.

• Proven experience in training, coaching, or supporting clinicians and practice teams in a customer-facing role.

• Demonstrated capability to learn and communicate technical, product, and workflow information effectively.

• Experience managing multiple customer implementations, training projects, or field-based initiatives concurrently.

• Proficient in Microsoft Office applications and CRM or customer management systems.

• Willingness and ability to travel frequently within an assigned region, including overnight stays.

• Strong facilitation, presentation, coaching, and adult-learning abilities.

• Capacity to establish credibility with orthodontists, general practitioners, clinical staff, sales professionals, and internal stakeholders.

• Ability to convert technical and clinical concepts into clear, actionable workflows.

• Strong customer focus and dedication to providing a consistent implementation experience.

• Effective project management and organizational skills, capable of handling multiple concurrent implementations.

• Excellent problem-solving skills with the ability to identify workflow obstructions and coordinate effective solutions.

• Ability to influence results without direct authority.

• Strong written and verbal communication abilities.

• Capability to work independently in a field-based setting while contributing to a cohesive regional and national team.

• Sound judgment in identifying when issues require clinical, technical, quality, regulatory, or leadership escalation.

• Proficient in utilizing customer and implementation data to prioritize tasks and enhance outcomes.

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.

• Other applicable compensation plans.

• Reasonable accommodations for qualified individuals with disabilities.