Customer Success Specialist

Department: Clinical

Employment Type: Full Time

Location: US-North Carolina-Raleigh

• 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.

• 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.

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description of All Benefits

We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

• Discounts on Invisalign and Vivera to employees and their eligible dependents after…