Digital Solutions Specialist

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

📋 Description

• Collaborate with the commercial team following qualified customer transitions after committing to implement an Ormco product or solution.

• Perform practice-readiness evaluations that assess workflows, technology, staffing, training needs, and potential implementation obstacles.

• Create tailored implementation plans for customers, outlining milestones, responsibilities, training prerequisites, target dates, and success metrics.

• Set clear implementation expectations with doctors and practice teams.

• Maintain oversight of assigned implementations, tracking milestones, risks, and any backlog.

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

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

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

• Offer virtual follow-up training and reinforcement.

• Assist in the development and enhancement of implementation guides, training materials, checklists, and customer-facing tools.

• Guide product setup, workflow preparation, and readiness for initial use.

• Support the submission of initial cases, approvals, and early product usage.

• Monitor milestones, tackle delays and obstacles, and mentor customers during the initial implementation phase.

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

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

• Provide first-level product and workflow support and coordinate technical, clinical, quality, or customer-service escalations.

• Track customer issues and document/report complaints through established protocols.

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

• Deliver training and implementation support to internal Ormco teams.

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

• Identify obstacles to implementation and recommend improvements in onboarding, training, workflows, and transitions.

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

• Maintain a field schedule within an assigned geographical area.

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

• Manage travel and resources according to company policies and budget expectations.

• Adhere to policies regarding customer interactions, product training, quality reporting, data privacy, travel, and expenses.

• Drive activation and implementation outcomes, focusing on onboarding duration, case submission, utilization development, activation, milestone achievement, customer satisfaction, transitions, and documentation precision.

⛳️ Requirements

• Bachelor's degree or a comparable 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.

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

• Capability to learn and convey technical, product, and workflow information effectively.

• Experience in managing multiple customer implementations, training sessions, or field-based projects simultaneously.

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

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

• Preferred: experience in an orthodontic or dental practice setting.

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

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

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

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

• Preferred: experience supporting product onboarding, implementation, adoption, or customer utilization in the dental or medical-device sectors.

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

• Ability to establish credibility with orthodontists, general practitioners, clinical personnel, sales teams, and internal partners.

• Ability to translate technical and clinical concepts into straightforward, practical workflows.

• Strong customer focus.

• Effective project management and organizational skills.

• Excellent problem-solving abilities.

• Capability to influence outcomes without direct authority.

• Strong written and verbal communication skills.

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

• Sound judgment regarding clinical, technical, quality, regulatory, or leadership escalations.

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) match.

• Additional applicable compensation plans.

• Reasonable accommodations may be provided to enable qualified individuals to perform essential job functions.