Digital Solutions Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Collaborate with the commercial team to receive qualified customer transitions following a commitment to implement an Ormco product or solution.

• Execute structured practice-readiness evaluations that encompass workflows, technology, staffing, training requirements, and potential implementation obstacles.

• Create customer-specific implementation strategies with milestones, responsibilities, training needs, target dates, and success metrics.

• Set clear implementation expectations with doctors and practice teams.

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

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

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

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

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

• Track implementation milestones, resolve delays and challenges, and coach customers during the initial implementation phase.

• Validate activation criteria and coordinate documented transitions to Clinical Success, Customer Support, or long-term ownership.

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

• Provide first-line product and workflow guidance, manage issue escalations, track customer concerns, and document complaints.

• Work in partnership with Field Representatives, Sales, Clinical Education, Clinical Success, Customer Support, and Technical Support teams.

• Collect customer feedback and relay product insights, enhancement opportunities, and implementation trends.

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

• Oversee field schedules and customer activities across a designated geography.

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

• Manage travel and allocated resources in accordance with company policies and budget guidelines.

⛳️ Requirements

• Bachelor's degree or a comparable mix of education and relevant professional experience.

• Minimum of three years’ experience in orthodontics, dentistry, medical devices, clinical training, customer implementation, customer success, or a related area.

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

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

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

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

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

• Strong facilitation, presentation, coaching, and adult learning skills.

• Ability to establish trust with orthodontists, general practitioners, clinical staff, sales teams, and internal stakeholders.

• Skill in translating technical and clinical concepts into clear, actionable workflows.

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

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

• Strong problem-solving skills and proficiency in identifying workflow challenges and coordinating suitable solutions.

• Ability to influence results without direct authority.

• Excellent written and verbal communication skills.

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

• Good judgment in determining when issues necessitate clinical, technical, quality, regulatory, or leadership escalation.

• Ability to utilize customer and implementation data to prioritize activities and enhance outcomes.

• Preferred: Experience in an orthodontic or dental practice.

• Preferred: Familiarity with clear aligner treatment processes, intraoral scanning, digital orthodontic workflows, or related dental technologies.

• Preferred: Previous experience with Ormco products, Spark Clear Aligners, Ormco Digital Bonding, intraoral scanners, or similar orthodontic solutions.

• Preferred: Background in clinical roles, dental assisting, dental technology, treatment coordination, or practice management.

• Preferred: Experience delivering in-person product training and coaching in a clinical or practice environment.

• Preferred: Experience supporting product onboarding, implementation, adoption, or customer usage within the dental or medical device industries.

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.