Digital Solutions Specialist

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

📋 Description

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

• Carry out practice-readiness evaluations that encompass workflows, technology, staffing, training needs, and potential implementation obstacles.

• Create tailored implementation plans for customers that include milestones, responsibilities, training requirements, target dates, and success metrics.

• Set implementation expectations with physicians and practice teams.

• Keep track of assigned implementations, milestones, risks, and backlogs.

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

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

• Simplify intricate product and technical information into actionable, repeatable workflows.

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

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

• Track milestones, address delays and challenges, and coach customers throughout the early implementation phase.

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

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

• Provide first-line product and workflow guidance, manage issue escalation, monitor customer issues, and report complaints.

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

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

• Identify implementation challenges and suggest improvements in onboarding, training, workflows, and handoffs.

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

• Organize a structured field schedule, customer activities, travel, and allocated resources across a designated area.

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

⛳️ Requirements

• Bachelor’s degree or a 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.

• Proven ability to learn and communicate technical, product, and workflow information effectively.

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

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

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

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

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

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

• Strong customer orientation with a commitment to providing a consistent implementation experience.

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

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

• Ability to influence outcomes without direct authority.

• Excellent written and verbal communication skills.

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

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

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

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

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

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

🏝️ Benefits

• Annual performance bonus.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401K match.

• Other applicable compensation plans.

• Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.