Digital Solutions Specialist

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

📋 Description

• Collaborate with the commercial team following qualified customer transitions after the customer's commitment to adopt 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 that include milestones, responsibilities, training needs, target completion dates, and success metrics.

• Set clear implementation expectations with doctors and practice teams.

• Maintain oversight of implementation milestones, risks, and any backlog issues.

• 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 actionable workflows.

• Offer virtual follow-up training and support standardized implementation guides along with customer-facing tools.

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

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

• Track milestones, resolve delays and obstacles, and coach customers throughout the initial implementation phase.

• Confirm activation criteria and facilitate transitions to Clinical Success, Customer Support, or long-term owners.

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

• Provide initial product and workflow guidance and manage issue escalations.

• Monitor customer issues and document complaints through established quality control processes.

• 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 convey product insights, opportunities for enhancement, and emerging trends.

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

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

• Manage customer interactions across a designated geographic area, including field scheduling, travel, and resource allocation.

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

⛳️ Requirements

• A 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 area.

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

• Capacity to learn and articulate technical, product, and workflow information effectively.

• Experience in managing multiple customer implementations, training sessions, 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 region, including overnight stays.

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

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

• Proficient in translating technical and clinical concepts into straightforward, practical workflows.

• Strong customer-focused approach.

• Effective project management and organizational abilities.

• Solid problem-solving skills.

• Capability to influence outcomes without direct authority.

• Excellent written and verbal communication skills.

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

• Sound judgment in matters of clinical, technical, quality, regulatory, or leadership escalation.

• Proficient in utilizing 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: Background in clinical, dental assisting, dental technology, treatment coordination, or practice management.

• Preferred: Experience 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 within the dental or medical device sectors.

🏝️ Benefits

• Annual performance bonus.

• Comprehensive medical, dental, and vision coverage.

• 401(k) matching program.

• Other applicable compensation plans.

• Commitment to equal opportunity employment.

• Provision of reasonable accommodations for qualified individuals.