Digital Solutions Specialist

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

📋 Description

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

• Perform assessments to evaluate practice readiness, focusing on workflows, technology, staffing requirements, training needs, and potential implementation obstacles.

• Create tailored implementation plans for customers that include milestones, assigned responsibilities, training necessities, target timelines, and success metrics.

• Set clear implementation expectations with doctors and their 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.

• Assist with initial product setup, workflow organization, first-time use, initial case submissions, approvals, and early product deployment.

• Track implementation milestones and tackle any delays or barriers to adoption.

• Offer hands-on coaching and follow-up training through virtual platforms.

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

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

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

• Track customer concerns and report grievances through established processes.

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

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

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

• Oversee customer activities across an assigned geographical area, including travel, resource allocation, and reporting.

⛳️ Requirements

• A Bachelor’s degree or a comparable mix 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 domain.

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

• Proven 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.

• Willing and able to travel frequently within an assigned region, including overnight stays.

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

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

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

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

• Effective project management and organizational skills, with the ability to handle multiple simultaneous implementations.

• Strong problem-solving abilities to identify workflow barriers and coordinate suitable solutions.

• Ability to influence outcomes without having direct authority.

• Proficient written and verbal communication skills.

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

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

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.