Customer Success Specialist

Department: Customer Support

Location: US-North Carolina-Raleigh

Description

This position is ideal for entry to mid-level professionals to join the Clinical Education team as a Customer Success Specialist, you will play a key role in providing a new customer experience to both General Dentists and Orthodontists through the Invisalign Pro program. The program provides comprehensive and customized training through regular touch points focused on increasing Invisalign utilization. The Invisalign Pro program is designed to build confidence in a wide variety of applications for Invisalign clear aligners within a dental practice. Your work will form an integral part of the end-to-end engagement process of Invisalign Providers, greatly impacting both customer satisfaction and revenue growth.

As part of this team, you will serve as a direct point of contact for Invisalign Providers. You will be responsible for assisting doctors with various customer service requests, product inquiries, as well as managing customer experience during the program.

Role expectations

• Organize and schedule all customer interactions with appropriate team members
• Proactively engage customers through communications designed to increase Invisalign and iTero utilization.
• Responsible for handling customer inquiries promptly and effectively in a fast-paced, team-oriented environment.
• Communicate Align's strategy to determine practice vision, identify challenges, and establish solutions to drive utilization within the practice.
• Provide clinical support to Align customers, including reviewing patient clinical data and offering feedback and guidance on the use of Align products and services.
• Comply with all HIPAA and other associated privacy regulations with respect to clinical data access to ensure support to our customers is done in an effective and compliant manner.
• Develop and maintain positive relationships with each account, including doctors and staff, demonstrating best practices that focus on increased confidence with Invisalign. Must always deliver with integrity and trust.
• Ensure timely resolution to customer contact issues, whether it is an e-mail, inbound or outbound call.
• Research information to answer inquiries from customers and share learnings with departmental peers and management.
• Possess comprehensive knowledge of company procedures and product information/materials.
• Propose ideas for procedures and processes to promote improved service and customer satisfaction and overall department improvements.
  
  

What We're Looking For

• Education: College degree and/or three years of related experience preferred and minimum of three years' experience in sales, customer service, project management, or executive assistant role.
• Experience: Aptitude for customer service and account growth, project management or schedule coordination, and some sales experience preferred.
• Skills: Strong interpersonal skills and the ability to work cross functionally, ability to handle numerous projects simultaneously, able to work independently, proactive problem-solving skills with strong attention to detail.
• Communication: Excellent verbal and written communication skills. Must have the ability to follow up and through with customer requests that require research and response to the customer.
• Teamwork: This role requires collaboration within a cross functional team while also supporting and contributing to the success of other teammates and teams across the organization.
  
  

Complementary Skills

• Proficient in Microsoft Word, Excel, PowerPoint, Outlook, and Salesforce.com.
• Strong presentation skills
  
  

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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 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.

Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.