MEA Customer Success Supervisor

Align Technology; Riyad Qana'; On-site; SAR 180,000 - 240,000; Full time

Job summary

Align Technology in Saudi Arabia seeks a Customer Success Team Lead to drive strategy and execution of customer success across the MEA region. You will manage a team of 10, ensure processes are followed, and monitor SLAs while building dashboards and knowledge resources.

The role requires fluency in English and Arabic, cross-functional collaboration, and willingness to travel across time zones in the Middle East and Africa.

Qualifications

• Bachelor's degree required and 1-3 years of people-management experience.
• Experience in managing a team.
• Customer focused with strong communication.
• High verbal and written communication abilities.
• Able to handle multiple priorities and keep others informed.
• Strong stakeholder management (internal/external).
• Excellent problem-solving and detail orientation.
• Accountability and can-do attitude.
• Sense of urgency and team player mindset.
• Fluent in English and Arabic.
• Willing to support across MEA time zones and travel as needed.

Responsibilities

• Oversee daily operative tasks of CS team across the Middle East & Africa.
• Ensure adherence to processes and company policies; efficient task execution.
• Monitor capacity, workload and SLAs; optimize resources.
• Build reports/dashboards and regularly report KPIs.
• Set up and maintain knowledge base; report to CS Manager.
• Supervise a team of 10 people and develop talent.
• Develop partnerships with customers to contribute to their success.
• Respond to Invisalign and iTero inquiries via all channels.
• Conduct face-to-face meetings and provide on-/off-site training.
• Act as Voice of the Customer; suggest business improvements.
• Collaborate with Manufacturing, Marketing, Education, Sales, Clinical Support.
• Work with commercial teams to ensure high customer satisfaction and end-to-end processes.

Skills

People management

Customer focus

Communication skills

Stakeholder management

Problem solving

Attention to detail

Accountability

Time management

Bilingual English/Arabic

Willing to travel

Education

Bachelor's degree

Job description

Description

You will be responsible for development and execution of customer success activities and strategy.

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 the 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 SLA's.

You will build required reporting and dashboards, report on KPI's on a regular basis. Set up and maintain knowledge base.

You will report to the Manager of CS and supervise a team of 10 people.

Role expectations

Build a long-lasting partnership with customers, contributing to their success by:

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

What We're Looking For

• 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 and 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 ability to manage details
• High sense of accountability for one's tasks and can-do attitude
• Appropriate sense of urgency
• Team player
• Analytical, strategic, and business acumen
• Fluent in English and Arabic
• Be willing to support your team across different Time zones in the Middle East and African region
• Willing to travel

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Equal Opportunity Statement

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.