MEA Customer Success Supervisor📣 إعلان

About Align Technology and the Role

Align Technology is seeking an MEA Customer Success Supervisor to join our team in Riyadh, Saudi Arabia. This is a contract position responsible for the development and execution of customer success activities and strategy across the Middle East and African region. The Supervisor will report directly to the Manager of Customer Success and will oversee a team of 10 individuals.

Key Responsibilities

• Oversee the daily operational tasks of all team members across various countries in the Middle East and African region.
• Ensure strict adherence to processes and company policies by every team member, promoting effective and efficient task execution.
• Continuously monitor team capacity, workload, and Service Level Agreements (SLAs).
• Develop and maintain required reporting and dashboards, providing regular updates on Key Performance Indicators (KPIs).
• Establish and maintain a comprehensive knowledge base for the team.

Customer Partnership and Collaboration

A core aspect of this role involves building long-lasting partnerships with customers and contributing to their success through various direct and indirect engagements:

• Provide support by responding to all Invisalign and iTero inquiries received via available support channels.
• Engage in personal interactions, including conducting face-to-face meetings and delivering on-site or off-site training courses.
• Act as the Voice of the Customer, offering ideas and suggestions to enhance overall business operations, improve customer experience, and address specific customer inquiries.
• Serve as a trusted advisor to both internal and external customers on a range of operational topics.
• Collaborate effectively with various internal stakeholders, including departments such as Manufacturing, Marketing, Education, Sales, and Clinical Support.
• Work closely with the commercial organization to ensure high customer satisfaction and seamless end-to-end process execution.
• Identify and assist local teams in identifying best practices related to frontline support within their respective markets.
• Participate in cross-functional and regional projects, providing governance to innovation initiatives to ensure the development of appropriate product and research plans.

Required Qualifications

• Bachelor’s degree is required.
• 1-3 years of directly related experience in people management.
• Proven experience in managing a team.

Essential Skills and Attributes

• Strong customer focus.
• Highly effective communicator with strong oral and written communication skills, including presentations, correspondence, and influencing abilities.
• Proficiency in managing competing demands, including prioritization, responsiveness, and keeping stakeholders informed.
• Effective internal and external stakeholder management skills.
• Solid problem-solving ability and meticulous attention to detail.
• High sense of accountability for tasks and a proactive "can-do" attitude.
• Appropriate sense of urgency in task execution.
• Demonstrated team player mentality.
• Analytical, strategic thinking, and strong business acumen.

Work Environment and Commitment

The role requires a willingness to support your team across different time zones within the Middle East and African region. Travel will be a component of this position.