Digital Solutions Specialist

Job Description:

SUMMARY

The Digital Solutions Specialist is a field-based customer implementation and training professional responsible for accelerating the adoption and effective utilization of Ormco's digital orthodontic products and workflows. The position partners with Doctors, practice teams, Ormco Field Representatives, Clinical Education, Clinical Success, Customer Support, and other internal stakeholders to move customers from commercial commitment through successful implementation and repeatable utilization.

Following the commercial handoff, the Digital Solutions Specialist assesses practice readiness, develops an implementation plan, delivers product and workflow training, supports initial case submissions and product use, and helps resolve early adoption barriers. The role serves as a trusted product and workflow resource throughout the implementation period and ensures customers are equipped to confidently integrate Ormco solutions into their practices.

The position does not own the commercial sale or primary account relationship. Its primary accountability is to convert committed customers into activated, confident, and consistently utilizing practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Readiness and Implementation Planning

• •Partner with the commercial team to receive qualified customer handoffs after the customer's commitment to implement an Ormco product or solution.
• •Conduct structured practice-readiness assessments to understand current workflows, technology, staffing, training needs, and potential barriers to implementation.
• •Develop a customer-specific implementation plan with defined milestones, responsibilities, training requirements, target dates, and success measures.
• •Establish clear expectations with doctors and practice teams regarding the implementation process and required participation.
• •Maintain visibility into assigned implementations, upcoming milestones, open risks, and implementation backlog.

Product and Workflow Training

• •Deliver in-depth, field-based training, education, onboarding, and implementation support for Ormco's digital orthodontic portfolio.
• •Train orthodontists, general practitioners, clinical team members, treatment coordinators, and other practice personnel on relevant products, systems, and workflows.
• •Translate complex product and technical information into clear, practical, and repeatable practice workflows.
• •Adapt training delivery to the customer's experience level, operating environment, and implementation needs while maintaining consistent program standards.
• •Provide virtual follow-up training and reinforcement when appropriate.
• •Support the development and continuous improvement of standardized implementation guides, training resources, checklists, and customer-facing tools.

Activation and Initial Case Support

• •Guide customers through initial product setup, workflow preparation, and readiness for first use.
• •Support initial case submissions, approvals, and early product utilization, as appropriate to the product and established role boundaries.
• •Monitor customer progress against implementation milestones and proactively address delays or barriers.
• •Provide hands-on coaching during the early implementation period to strengthen customer confidence and reinforce effective use.
• •Confirm that defined activation and implementation criteria have been met before transitioning the customer to ongoing support.
• •Coordinate a clear and documented handoff to Clinical Success, Customer Support, or the appropriate long-term owner.

Workflow Support and Issue Resolution

Serve as a regional subject-matter resource for Ormco's digital orthodontic products and associated practice workflows.

Identify workflow gaps, adoption barriers, and training needs that could delay or prevent effective product utilization.

Provide timely first-line product and workflow guidance within the established scope of the role.

Coordinate escalation of technical, clinical, quality, or customer-service issues to the appropriate internal function.

Track open customer issues and facilitate follow-through until ownership and next steps are clear.

Review and report customer complaints through established company and quality-reporting processes.

Field and Cross-Functional Partnership

Partner with Ormco Field Representatives to align implementation activity with the customer's broader account plan while preserving the Field Representative's commercial ownership of the account.

Maintain regular communication with Sales regarding implementation status, customer risks, milestone progress, and activation outcomes.

Collaborate with Clinical Education to ensure field training is clinically accurate, consistent, appropriately approved, and aligned with established curriculum.

Partner with Clinical Success to support a smooth transition from initial activation to sustained utilization.

Work with Customer Support and Technical Support to resolve product, system, and workflow issues requiring specialized assistance.

Provide training and implementation guidance to internal Ormco teams to build broader understanding of product workflows and customer adoption needs.

Customer and Field Insights

Gather structured customer feedback regarding product experience, implementation challenges, training effectiveness, and workflow needs.

Communicate relevant field insights, product feedback, enhancement opportunities, and emerging trends to Marketing, Product Management, Clinical Education, and other appropriate stakeholders.

Identify common implementation barriers and recommend improvements to onboarding processes, training materials, workflow guidance, and internal handoffs.

Remain current on Ormco products, digital orthodontic workflows, industry developments, and relevant customer practices.

Documentation and Territory Management

• •Document implementation plans, customer activities, milestones, risks, outcomes, and handoffs in the designated CRM or implementation-management system.
• •Maintain an organized field schedule and manage customer activity across an assigned geography.
• •Prepare periodic implementation, activity, expense, and status reports as required.
• •Manage travel and assigned resources in accordance with company policies and budget expectations.
• •Comply with company policies related to customer interactions, product training, quality reporting, data privacy, travel, and expense management.

KEY PERFORMANCE INDICATORS

Performance measures focus on activation and implementation outcomes rather than direct sales quotas. Measures may include:

• •Time from customer handoff to completed readiness assessment
• •Time from customer commitment to completed onboarding
• •Time to first case submission or initial product use
• •Percentage of assigned customers successfully activated
• •Implementation milestone completion rate
• •30-, 60-, and 90-day case-start or utilization progression
• •Repeat-case or repeat-utilization rate
• •Implementation cycle time and implementation backlog
• •Training completion and customer satisfaction
• •Percentage of customers successfully transitioned to Clinical Success or ongoing support
• •Accuracy and timeliness of CRM and implementation documentation

Job Requirements:

EDUCATION AND EXPERIENCE

Required

• •Bachelor's degree or equivalent combination of education and relevant professional experience.
• •Minimum of three years of experience in orthodontics, dentistry, medical devices, clinical training, customer implementation, customer success, or a related field.
• •Experience training, coaching, or supporting clinicians and practice teams in a customer-facing environment.
• •Demonstrated ability to learn and communicate technical, product, and workflow information.
• •Experience managing multiple customer implementations, training engagements, or field-based projects simultaneously.
• •Proficiency with Microsoft Office applications and CRM