MEA Customer Success Supervisor

Align Technology; Saudi Arabia; On-site; SAR 270,000 - 390,000; Full time

Job summary

Align Technology is seeking a Customer Success leader to develop and execute regional customer success activities and strategy. You will supervise a 10-person team across the Middle East and Africa, ensuring processes and policies are followed and SLAs are met.

You will report to the CS Manager and build dashboards and knowledge bases to drive KPI reporting. The role requires 1–3 years of related team management, excellent communication, and willingness to travel across markets.

Qualifications

• Bachelor's degree required with 1–3 years directly related (people management) experience.
• Experience in managing a team and driving customer success initiatives.
• Strong communication and stakeholder management skills in a multi-country environment.

Responsibilities

• Develop and execute customer success activities and strategy.
• Oversee daily operative tasks of the CS team across multiple Middle East and Africa regions.
• Monitor team capacity, workload, and SLAs; set up reporting and dashboards; maintain knowledge base.

Skills

People management

Communication

Stakeholder management

Analytical thinking

Strategic planning

Bilingual English/Arabic

Education

Bachelor's degree

Job description

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 regio n 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

Bachelor s degree required, with 1-3 years directly related (people management) experience.Experience in managing a teamCustomer focusedHighly effective communicatorStrong oral and written communication skills (presentations and correspondence, influencing skills)Efficient at managing competing demands including prioritization, responsiveness and keeping others informedEffective stakeholder management skills internal and externalSolid problem-solving ability and ability to manage detailsHigh sense of accountability for one s tasks and can-do attitudeAppropriate sense of urgencyTeam playerAnalytical, strategic, and business acumenFluent in English and ArabicBe willing to support your team across different Time zones in the Middle East and African regionWilling to travel