MEA Customer Success Lead - Regional Ops & Growth

Department: Customer Support

Location: EMEA-Saudi Arabia

You will be responsible for development and execution of customer success activities and strategy. You will oversee the execution of daily operative tasks of all team members across several countries in the Middle East and African region. Ensure every team member follows processes, company policies, and that tasks are carried out effectively and efficiently. You will continuously monitor team capacity, workload, and SLAs.

You will build required reporting and dashboards, report on KPIs on a regular basis. Set up and maintain a knowledge base. You will report to the Manager of CS and supervise a team of 10 people.

• Providing support by responding to all Invisalign and iTero inquiries coming in via all available support channels.
• Having personal interactions such as conducting face to face meetings and providing on /off site training courses.
• Acting as the Voice of the Customer by providing ideas and suggestions to improve overall business, customer experience and specific inquiries.
• Being a trusted advisor to internal and external customers regarding all kinds of operational topics.
• Collaborating with various stakeholders such as Manufacturing, Marketing, Education, Sales, Clinical Support.
• Working closely with the commercial organization to ensure high customer satisfaction and smooth end to end process execution.
• Identifying and assisting local teams to identify best practices in relation to frontline support in respective markets.
• Being involved in cross functional/regional projects providing governance to innovation projects to ensure the right product and research plans are developed.

• Bachelor's degree required, with 1-3 years directly related (people management) experience.
• Experience in managing a team.
• Customer-focused.
• Highly effective communicator.
• Strong oral and written communication skills (presentations, correspondence, influencing skills).
• Efficient at managing competing demands including prioritization, responsiveness and keeping others informed.
• Effective stakeholder management skills - internal and external.
• Solid problem solving ability and attention to detail.
• High sense of accountability for tasks and a can do attitude.
• Appropriate sense of urgency.
• Team player.
• Analytical, strategic, and business acumen.
• Fluent in English and Arabic.
• Willing to support your team across different time zones in the Middle East and African region.
• Willing to travel.

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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.