Digital Solutions Specialist

Accountabilities

Customer Readiness and Implementation Planning: Coordinate with commercial teams to receive customer handoffs following a purchasing commitment. Assess each practice's technology, workflows, staffing, training needs, and readiness for implementation. Develop tailored implementation plans with clear milestones, responsibilities, timelines, and success criteria.
Product Training and Customer Education: Deliver in-person and virtual training, onboarding, and implementation support for digital orthodontic products. Educate orthodontists, general practitioners, clinical staff, treatment coordinators, and other practice personnel on relevant products, systems, and workflows. Translate technical and clinical concepts into clear, practical instructions adapted to each customer's needs.
Customer Activation and Initial Product Use: Guide practices through product setup, workflow preparation, and initial use. Support initial case submissions and related activities within the scope of the role, monitor progress against implementation milestones, and proactively address delays or adoption barriers. Confirm that activation requirements have been met before transferring customers to ongoing support teams.
Workflow Guidance and Issue Resolution: Serve as a regional resource for digital orthodontic products and associated clinical practice workflows. Identify gaps in knowledge, operational challenges, and training needs. Provide first-line product and workflow guidance, coordinate escalations to technical, clinical, quality, or customer support teams, and track outstanding issues until ownership and next steps are clear.
Cross-Functional Collaboration: Partner with field sales representatives to align implementation activities with customer account plans while maintaining clear ownership of commercial relationships. Collaborate with Clinical Education, Clinical Success, Customer Support, and Technical Support to ensure consistent training, resolve complex issues, and facilitate successful customer transitions.
Customer Feedback and Continuous Improvement: Gather structured feedback about product experiences, training effectiveness, implementation challenges, and workflow requirements. Share insights and emerging trends with product management, marketing, clinical education, and other relevant stakeholders. Recommend improvements to onboarding processes, training materials, and internal coordination.
Documentation and Performance Tracking: Maintain accurate implementation plans, customer activity records, milestones, risks, outcomes, and handoff documentation in designated CRM or implementation management systems. Monitor key performance indicators, including activation rates, time to first use, training completion, customer satisfaction, and sustained product utilization.
Territory and Travel Management: Organize customer visits and field activities across the assigned territory, manage schedules and travel expenses in accordance with company policies, and prepare required activity and implementation reports. Maintain compliance with applicable requirements for customer interactions, data privacy, product training, and quality reporting.
Requirements
Education and Experience: 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 field.
Customer Training and Implementation: Demonstrated experience training, coaching, or supporting clinicians and practice teams in a customer-facing environment. Experience managing multiple customer implementations, training engagements, or field-based projects simultaneously.
Dental and Orthodontic Knowledge: Experience in a dental or orthodontic practice is an asset. Familiarity with clear aligner treatment processes, intraoral scanning, digital orthodontic workflows, and related dental technologies is preferred.
Product and Technology Familiarity: Previous experience with digital orthodontic solutions, clear aligner products, digital bonding, intraoral scanners, or comparable dental technologies is advantageous. Familiarity with relevant product portfolios and clinical workflows is a plus.
Training and Presentation Skills: Strong facilitation, presentation, coaching, and adult-learning skills, with the ability to communicate technical and clinical information in a clear, practical, and engaging manner.
Customer Relationship Skills: Ability to establish credibility with orthodontists, general practitioners, clinical staff, sales professionals, and internal stakeholders. A strong customer-focused mindset and commitment to delivering a consistent, high-quality implementation experience are essential.
Project Management and Organization: Excellent organizational and time management skills, with the ability to coordinate multiple implementations, manage competing priorities, track milestones, and meet deadlines.
Problem-Solving and Judgment: Strong analytical and problem-solving abilities, including identifying workflow barriers, coordinating solutions, and recognizing when issues require escalation to clinical, technical, quality, regulatory, or leadership teams.
Communication and Collaboration: Excellent written and verbal communication skills, with the ability to influence outcomes without direct authority and collaborate effectively across regional and national teams.
Digital and Administrative Proficiency: Proficiency with Microsoft Office applications and experience using CRM or customer management systems to document customer interactions, monitor progress, and support data-driven decisions.
Independent Field Work and Travel: Ability to work independently in a field-based environment and willingness to travel frequently throughout the assigned territory, including overnight stays.
Adaptability and Continuous Learning: Ability to remain current on evolving products, digital orthodontic workflows, industry developments, and customer needs while contributing to ongoing improvements in implementation and training practices.
Benefits
Full-Time Employment: A full-time opportunity supporting the adoption of innovative digital orthodontic products across the Canadian market.
Remote and Field-Based Work: A flexible working arrangement combining independent field activities, customer visits, and virtual collaboration.
Geographic Opportunities: Positions available in Toronto, Ontario; Montréal, Québec; and Calgary, Alberta.
Professional Development: Opportunities to deepen expertise in digital dentistry, orthodontic technologies, clinical workflows, and customer implementation.
Cross-Functional Collaboration: Work closely with clinical educators, technical specialists, customer success professionals, and commercial teams.
Meaningful Customer Impact: Help dental and orthodontic professionals integrate technology into their practices and deliver effective patient care.
Continuous Improvement: Contribute customer insights and practical recommendations that shape training programs, onboarding processes, and digital product adoption.
Career Growth: Build valuable experience at the intersection of healthcare technology, customer education, implementation, and digital transformation.