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Service Excellence Lead MEA

Company Name: Align Technology, Inc
Employment Type:Full Time
Location: Dubai
Experience: 5 years
Degree: Bachelor
Nationality: Any
No. Of Vacancies:1
Job Description:
About this opportunity 
Your primary mission is to be the main point of contact to a select group of customers within Align’s Middle East region, and coordinate the activities of a cross-functional team that will provide dedicated support to this group of customers.
As a Service Excellence Lead, you will be tasked with the responsibility to engineer a world-class customer experience for our customers, while making sure you are supporting the acceleration of these doctors and the practices they work in. You will work with the database of our customers to identify the ‘right’ doctors who are ready to accelerate their growth with the help of our products and services, and via our customer development programs.
You will also be responsible to review and continuousy improve the customer journey for the segment of customers you are assigned. You will do so by consistently gathering the voice of customers, the insights from the cross-functional internal teams, sharing feedback with the business, and utilizing it to enhance the customer journey.
In this role, you will… 
Have a customer recruitment and a commercial target
Be responsible for customer experience improvement
Work closely with the Sales and support teams
Be responsible for reporting and analyzing data for your customer segment
Be responsible to lead the activities of all the supporting team members dedicated to your customer segment 
Conduct regular huddles to understand what open items or burning issues we need to solve for in the day and what needs to be escalated 
Liaise with cross-regional teams for issue escalation and continuous improvement
In this role, you’ll need … 
Minimum 5 years of experience with customer-facing roles, such as Customer Service, Sales, and Business Development
A relevant Bachelor’s degree in medical or business background
Proven track record of on-target achievement
Fluency in the English language, additionally Arabic will be a plus
Natural ability to identify gaps and customize customer growth activities and influence decision-makers
High level of time management and organization skills
A proficient level of understanding how to read, report, analyze and manipulate data