Lead and supervise a 10-person Customer Success team across Middle East & Africa, manage daily operations, SLAs, capacity and reporting. Build dashboards and a knowledge base, handle customer inquiries for Invisalign and iTero across channels, conduct face-to-face training, collaborate cross-functionally, represent Voice of the Customer, and support regional projects and stakeholder relationships.
You will be responsible for development and execution of customer success activities and strategy.
You will oversee the execution of the daily operative tasks of all team members across several countries in the Middle east and African region. Ensure every team member follows processes, company policies, and that tasks are carried out effectively and efficiently.
You will continuously monitor team capacity, workload, and SLA's.
You will build required reporting and dashboards, report on KPI's on a regular basis. Set up and maintain knowledge base.
You will report to the Manager of CS and supervise a team of 10 people.
You will oversee the execution of the daily operative tasks of all team members across several countries in the Middle east and African region. Ensure every team member follows processes, company policies, and that tasks are carried out effectively and efficiently.
You will continuously monitor team capacity, workload, and SLA's.
You will build required reporting and dashboards, report on KPI's on a regular basis. Set up and maintain knowledge base.
You will report to the Manager of CS and supervise a team of 10 people.
Role expectations
Build a long-lasting partnership with customers, contributing to their success by:
- Providing support by responding to all Invisalign and iTero inquiries coming in via all available support channels.
- having personal interactions like conducting face to face meetings and providing on-/off-site training courses.
- Act as the Voice of the Customer by providing ideas and suggestions to improve the overall business, improve customer experience and/or specific customer inquiries.
- Be a trusted advisor to internal and external customers regarding all kinds of (operational) topics.
- Collaborate with various stakeholders like other departments, such as Manufacturing, Marketing, Education, Sales, Clinical Support.
- Work closely with the commercial organization to ensure high customer satisfaction and smooth end to end process execution.
- Identify and assist local teams to identify best practices in relation to frontline support in respective markets.
- Be involved in (cross-functional/regional) projects providing governance to innovation projects to ensure the right product and research plans are developed.
What we're looking for
- Bachelor’s degree required, with 1-3 years directly related (people management) experience.
- Experience in managing a team
- Customer focused
- Highly effective communicator
- Strong oral and written communication skills (presentations and correspondence, influencing skills)
- Efficient at managing competing demands including prioritization, responsiveness and keeping others informed
- Effective stakeholder management skills – internal and external
- Solid problem-solving ability and ability to manage details
- High sense of accountability for one’s tasks and can-do attitude
- Appropriate sense of urgency
- Team player
- Analytical, strategic, and business acumen
- Fluent in English and Arabic
- Be willing to support your team across different Time zones in the Middle East and African region
- Willing to travel
About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.
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