Manager, Customer Success

Key Responsibilities

• Manage key actions through deep dive analyses, lead continuous improvement processes in Customer Success area with focus on service level and customer experience improvement.
• Lead key initiatives and automation projects to increase operational productivity and ensure scalability.
• Serve as liaison between sales and Service teams to develop concepts and coordinate better customer experiences.
• Establish KPIs and SLAs related to customer support (phone, chats and tickets) to drive performance across the region.
• Monitor analyze and act on Customer feedback (NPS/Complaints) when appropriate.
• Ensure support complaints are handled effectively, and root causes of issues are addressed.
• Keep shared information related to Customer Service, and Service Sales up to date. This includes SOPs, Work Instructions, and best practices.
• Comply with all safety policies, practices, and procedures.
• Provide planning and controlling development of the support and service needs.
• Evaluates customer support and field service quality to ensure customer requirements are met.
• Drive, establish and continually improve clear processes and training programs for customer facing support teams to ensure they can effectively support.
• Regularly review the quality level of customer support, and Service Sales for customers across the region, and drive changes and improvements to continually ensure a high standard of service.
• Ensuring the business operates within the company's mission statement.
• Participate in proactive team efforts to achieve departmental and company goals.
• Provide support to audit processes and quality management system as required.
• Work in partnership with the internal areas in developing and sharing best practices and common solutions.

Skills, Knowledge & Expertise

• To hold bachelor’s degree in Business Administration, Finance, or related areas.
• To be fluent in English is required.
• To be advance in Spanish is desirable.
• 6-10 years of experience in Customer Service, Customer Support, Customer Success, Customer Experience, or related areas.
• To be a strategic, analytical, and innovative thinker capable of deriving insights from data to improve processes and services, as well as leading digital transformation.
• Experience in projects coordination bringing solutions in order to implement innovations, increasing productivity and improving the service level.
• Solid experience managing people, developing and supporting to advance and deliver results.

About
Your growth and well-being:At Align, every smile matters. We’re committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind.Employee-exclusive discounts on Invisalign products.Learning opportunities through online learning resources and support for your individual development plans.Inclusive, global workplace that fosters collaboration, recognition and belonging.Country and/or role specific details will be shared with you by your recruiter during the interview process. Discover Align:We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.Align’s core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another— ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.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 are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. 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. As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.Eager to learn how we embrace our global differences and nurture employee well-being? Explore Align's culture here!Want to discover more about exocad and Cubicure? Click on their names for additional information.