Service Excellence Lead- South Africa

About the job
Department: Sales

Location: EMEA-South Africa

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.

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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.

Service Excellence Lead- South Africa