Digital Solutions Specialist

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Collaborate with the commercial team to obtain qualified customer referrals following their commitment to implement an Ormco product or solution.

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

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

• Set clear implementation expectations 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 personnel.

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

• Monitor implementation milestones and proactively address any delays or obstacles.

• Offer hands-on coaching during the initial implementation phase.

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

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

• Provide first-line guidance on products and workflows, and manage the escalation of technical, clinical, quality, or customer service issues.

• Track customer concerns and document complaints through established protocols.

• 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 relevant stakeholders.

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

• Oversee customer activities within an assigned region, including travel, resource management, and necessary reporting.

⛳️ 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 context.

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

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

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

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

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

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

• Proficient 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 skills, capable of overseeing multiple simultaneous implementations.

• Excellent problem-solving abilities to identify workflow obstacles and coordinate suitable solutions.

• Capacity to influence outcomes without exercising 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 in determining when to escalate issues related to clinical, technical, quality, regulatory, or leadership matters.

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.

• Additional applicable compensation plans.

• Reasonable accommodations for qualified individuals.