changing lives.
You will own the customer service strategy, customer satisfaction and operational excellence. You will focus
In this role, you will…
Manage the Customer Success Team and work on its improvement according to the business strategy and tactical targets.
You coach the team and ensure smooth collaboration with other teams and departments while also interacting with both internal and external customers.
- 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 in order 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.
In this role, you’ll need …
- Requires a bachelor’s degree, with 6-10 years directly related (people management) experience. May have a master’s degree from a four-year college or university
- 1-5 Year experience working in Customer Service, preferably in a related field (medical devices)
- Customer focused
- Excellent written and verbal communication skills in Dutch (native level) and English , French is a plus.
- Efficient at managing competing demands including prioritization, responsiveness and keeping others informed
- Solid problem-solving ability and ability to manage details
- Analytical, strategic and business acumen
