Customer Success Specialist

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

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.

In this role, you will…

• 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 deliver with integrity and trust at all times.

• 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.

In this role, you'll need …

• College degree and/or three years of related experience preferred.

• Minimum of three years' experience in sales, customer service, project management, or executive assistant role; preferably in the health care or technology sector.

• Experience with and an aptitude for customer service and account growth.

• Proven ability to learn technical product knowledge in a highly complex industry.

• Experience in project management or schedule coordination preferred.

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

• 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.

• Excellent written and communication skills.

• Must have the ability to follow up and follow through with customer requests that require research and response to the customer.

• Comfortability with Virtual Interactions and Video Conferencing with both internal team members and customers.

• Some sales experience preferred.

• Can balance strong ability to nurture accounts with desire to seek out opportunities.

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.