Customer Success Assistant, iTero

Job description

Description

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?

Key Responsibilities

About this opportunity

As a Customer Success Specialist, you will play a key role in providing a new customer experience to both General Dentists and Orthodontists through regular touch points focused on increasing Invisalign utilization.

You will be a key part of our Customer Success Program, which is a comprehensive, customized program for customers designed to master all aspects of the Invisalign system.

This program is designed to build confidence in treating a wide variety of clinical conditions with Invisalign clear aligners.

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.

In this role, you will…

• Responsible for assisting Orthodontists and internal clients with inquiries about products, support with the IDS platform, reception and channeling of requests for supplies, treatment status, status of product shipments, channeling requests to the appropriate areas, among other activities Customer service.
  
  
• Work with the Client Success Team to provide a remarkable level of client services within the program in adherence to established procedures.
  
  
• Work together with the Success team with the Client for the achievement and maintenance of the established indicators.
  
  
• Be part of the personalized 360 program to achieve the objectives established together with the clinical and sales departments.
  
  
• Engaging customers in external calls and emails, designed to advance the call process and increase Invisalign adoption.
  
  
• Organize and schedule all client interactions with the Invisalign Clinical Consultant and Territory Manager.
  
  
• Maintain records of transactions and customer interaction, documenting details of conversations, as well as actions taken, in
• Identify potential cross-selling opportunities and forward them to the appropriate member of the sales team.
  
  
• Guarantee the resolution in adequate time of the problems that caused the customer's contact, be it by e-mail, an internal or external call.
  
  
• Deal daily both with internal and external calls, as well as with emails from internal and external customers.
  
  
• Interact with clients and co-workers in a timely, patient, professional, and tactful manner.
  
  
• Propose ideas for procedures and processes to promote better services and customer satisfaction, as well as general department improvements.
  
  

Skills, Knowledge & Expertise

In this role, you'll need…

• Minimum of four years of experience in client services, project management or executive assistant role, preferably in the health or technology sector.
  
  
• It is desirable experience in project management and adherence to established processes, and focus on compliance with KPIs established for the department and for the region.
  
  
• Organizational skills: Focus on excellence in customer service, problem solving, continuous improvement, prioritization, organization, effective communication, self-learning, work under pressure, analysis, flexibility, teamwork, initiative and a good attitude.
  
  
• Previous experience with Microsoft Word, Excel, PowerPoint, Outlook, and is desirable.
  
  
• Ability to accompany and follow client requests that require investigation and response to the client in an effective and timely manner.
  
  
• Intermediate to Advanced English level.
  
  

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 Policiesfor 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.

About Align Technology

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.

Applicant Privacy Policy:

Review our Applicant Privacy Policy for additional information.

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.

Required Skill Profession

Other General