Job Description

Description

As a Service Excellence Lead, you'll be at the heart of delivering an outstanding experience for new Invisalign providers, helping them grow through their first year with Align. You will lead the end-to-end customer journey from onboarding to development by coordinating cross-functional teams and ensuring each touchpoint adds value.


You'll work closely with clinical experts and field sales to tailor support to each provider's professional, clinical, and commercial goals. Your role will be essential in strengthening long-term customer relationships, improving satisfaction, and driving growth in a fast-moving, digitally driven healthcare environment.

Key Responsibilities

The Service Excellence Lead will:

Serve as a dedicated point of contact and relationship manager for new Invisalign customers. Own the customer journey from enrollment through to the first 12-month milestone, ensuring a cohesive and structured experience. Coordinate cross-functional teams and resources to align on activities and touchpoints that are essential for smooth customer experience and development. Work closely with internal clinical experts and field sales teams to maximize the value delivered to customers and tailor the journey to fit their development needs. Be flexible with mobility around the country to support business needs.

Roles and Responsibilities

Customer Enrollment and Journey Ownership:

Manage and facilitate the recruitment, onboarding and customer journey for the new Invisalign Providers.

Cross-Functional Coordination:

Act as the central coordinator between clinical, sales, customer success, finance and other support teams, ensuring each customer has an integrated and aligned experience.

Customer Development:

Support customers in achieving their goals by focusing on professional, clinical, and commercial advancement, utilizing internal resources and strategies tailored to each customer's clinic.

Customer Feedback and Program Improvement:

Collect and analyze feedback from customers to continually improve the customer journey effectiveness and increase satisfaction and retention.

Performance Reporting:

Generate regular reports on progress, customer development, and key metrics to provide insights to stakeholders.

Key Performance Indicators (KPIs)

Recruitment:

Successfully identifying and recruiting doctors with a growth-oriented mindset and commitment to professional and commercial development.

Program Completion and Success Rates:

A high percentage of enrolled customers completing their development journey successfully.

Customer Growth Metrics:

Evidence of measurable improvements in customers' clinical, professional, and commercial performance through segment and tier moves.

Internal Efficiency:

Improved coordination and feedback from internal teams on the effectiveness of customer journey management.

Customer Satisfaction and Retention:

Increased satisfaction scores and lower churn rates among new Invisalign Providers.

Skills, Knowledge & Expertise

Holder of a Bachelor's or Master's degree from a four-year college or university in Business, Marketing, or a related field A minimum of 4-6 years of experience in sales, account management, business development, or customer success. Experience in a customer-facing role within the healthcare or dental industry is highly preferred. Willingness to travel to different cities as per business requirements. Strong interpersonal and communication skills to build and maintain customer relationships. Proven track record in coordinating and leading cross-functional teams and managing customer journeys. Ability to collect, analyze, and report on program metrics to inform strategic improvements. A growth-oriented mindset, with the ability to identify and nurture potential in customers.

About Align Technology

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!

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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.