Job description

This position is ideal for entry to mid-level professionals to join the Clinical Education team 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. Role expectations • 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. What we're looking for • 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. Pay Transparency 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 90 days of employment • Back-up Child/Elder Care and access to a caregiving concierge • Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align’s health plans • Breast Milk Delivery and Lactation Support Services • Employee Assistance Program • Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan Employee benefits. Align offers its employees: • Short-term and long-term disability insurance in accordance with those plans. • Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans. • Flexible Spending Accounts – Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan. • 401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options. • Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible). • Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure. • Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours. • 11 Company-designated paid holidays throughout the year. • If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law. • Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

Requirements

Must-haves

Role expectations
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.
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.
Short-term and long-term disability insurance in accordance with those plans.
Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible).
Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours.
11 Company-designated paid holidays throughout the year.
To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

Nice-to-haves

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.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: pinpoint
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k

Parental Leave