Service Excellence Lead - Morocco
MA-Casablanca
EMEA | English
Req #: 41924
Type: Regular Full-Time
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Overview: Join a team that is changing millions of lives. Transforming smiles, changing lives. At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what's possible. Ready to join us? About this opportunity In this role, you will be the dedicated point of contact and relationship manager for new Invisalign customers.You will work closely with cross-functional teams, including clinical experts, field sales, and customer success, to ensure a seamless and structured experience for each customer. Your efforts will be supported by regular performance reporting and customer feedback analysis to continuously improve the customer experience. This position will report directly to the Regional Customer Success Manager. In this role, you will * Serve as a dedicated point of contact and relationship manager for new Invisalign customers. * Own the customer journey from enrollment through to the first 12-month milestone, ensuring a cohesive and structured experience. * Coordinate cross-functional teams and resources to align on activities and touchpoints that are essential for smooth customer experience and development. * Work closely with internal clinical experts and field sales teams to maximize the value delivered to customers and tailor the journey to fit their development needs. * Be flexible with mobility around the country to support business needs. * Customer Enrollment and Journey Ownership: Manage and facilitate the recruitment, onboarding and customer journey for the new Invisalign Providers. * Cross-Functional Coordination: Act as the central coordinator between clinical, sales, customer success, finance and other support teams, ensuring each customer has an integrated and aligned experience. * Customer Development: Support customers in achieving their goals by focusing on professional, clinical, and commercial advancement, utilizing internal resources and strategies tailored to each customer's clinic. * Customer Feedback and Program Improvement: Collect and analyze feedback from customers to continually improve the customer journey effectiveness and increase satisfaction and retention. * Performance Reporting: Generate regular reports on progress, customer development, and key metrics to provide insights to stakeholders. Key Performance Indicators (KPIs) * Recruitment: Successfully identifying and recruiting doctors with a growth-oriented mindset and commitment to professional and commercial development. * Program Completion and Success Rates: A high percentage of enrolled customers completing their development journey successfully. * Customer Growth Metrics: Evidence of measurable improvements in customers' clinical, professional, and commercial performance through segment and tier moves. * Internal Efficiency: Improved coordination and feedback from internal teams on the effectiveness of customer journey management. * Customer Satisfaction and Retention: Increased satisfaction scores and lower churn rates among new Invisalign Providers. In this role, you'll need * Holder of a Bachelor's degree in Business, Marketing, or a related field. * A minimum of 3 years of experience in sales, account management, business development, or customer success. Experience in a customer-facing role within the healthcare or dental industry is highly preferred. * Willingness to travel to different cities as per business requirements, with 60% office-based and 40% field-based work. * Strong interpersonal and communication skills to build and maintain customer relationships. * Proven track record in coordinating and leading cross-functional teams and managing customer journeys. * Ability to collect, analyze, and report on program metrics to inform strategic improvements. * A growth-oriented mindset, with the ability to identify and nurture potential in customers. Sound like a good fit? Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network. About Align Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials. By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work - these are just some of the things employees say make Align Technology a great place to work. We respect your privacy. Please review our Applicant Privacy Policies for additional information. Global Diversity Statement: 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 will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. 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. Equal Opportunity Statement It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire. #LI-MD1 #LI-HYBRID Responsibilities: ABC Responsibilities Qualifications: ABC Quals
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