Manager, Customer Success and Projects, Itero Apac - Tanglin, Singapore - AlignTech

AlignTech
AlignTech
Verified Company
Tanglin, Singapore

3 weeks ago

Wei Jie

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Wei Jie

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Description

Join a team that is changing millions of lives.
Transforming smiles, changing lives.


At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next.

We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation.

Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.

Ready to join us?


About this opportunity


The role of the Manager, Customer Success and Projects (APAC) involves taking charge of the customer success strategy and ensuring satisfaction with our products and services during the after-sales stage for iTero Business Unit.

He or she works closely with all customer-facing teams to ensure customers' needs are met as hassle-free as possible, guiding them from sales to support and identifying new opportunities to achieve customer satisfaction, promote loyalty, and reduce churn.


In addition to overseeing customer success, the incumbent and his/her team will enable the implementation of various projects supporting new product introductions and expansions as well as business process automation projects.

He or she also drives continuous improvement of internal processes to enhance the overall customer experience.


In this role, you will

  • Best practice customer journey:
  • Ensure a seamless customer journey for all markets within the APAC region.
  • Continuously enhance the customer journey by identifying pain points and opportunities for improvement.
  • Collaborate with crossfunctional teams to implement solutions and journeys to increase customer retention and loyalty.
  • Customer value:
  • Define and align key customer success metrics with multiple stakeholders from various teams to maximize customer value.
  • Coordinate activities to maximize customer value.
  • Customer Requests and Complaints:
  • Monitor trends in handling customer requests and complaints.
  • Develop efficient and effective processes to promptly resolve customer issues.
  • Metrics and Continuous improvement:
  • Analyze NPS and CSAT metrics to assess customer satisfaction and sentiment.
  • Drive continuous improvements and corrective actions within the team to enhance customer experience and meet SLAs.
  • Develop and implement relevant metrics and KPIs for the Operations team's performance management.
  • Monitor team performance and provide feedback for improvement.
  • Global and Regional Projects and Implementation Support:
  • Manage incoming requests to support projects or new implementations within the markets.
  • Act as a liaison between the Commercial team and (global/regional) project teams for seamless implementation and operability.
  • Align with Global and Regional projects related to Systems Rollout, Go-ToMarket Strategy, and Regulatory Compliance.
  • Ensure adherence to project objectives and standards.
  • Service Quality and Change Management:
  • Drive changes and improvements to maintain a high standard of service aligned with organizational goals.
  • Support the identification and implementation of Continuous Improvement (CI) projects.
  • Employee Evaluation and Development:
  • Review and evaluate department employees' performance, providing feedback and support.
  • Support team development and succession planning initiatives.
  • Perform any other duties as assigned by management

In this role, you'll need

  • Strong interpersonal and persuasive communication skills.
  • Dynamic, optimistic, resultsoriented, and hardworking.
  • Critical thinking, problemsolving, and data analysis abilities.
  • Selfmotivated, adaptable, and capable of working without constant supervision.
  • Consistent followthrough with projects to completion.
  • Experience with word processing, spreadsheet, and database programs.
  • Flourishes in a young international company experiencing significant growth.
  • Handson, proactive, and able to deal with ambiguity.
  • Thrives in a fastpaced and dynamic work environment.
**_
EDUCATION and/or EXPERIENCE_**- Demonstrated ability to propose and implement customer-centric solutions.

  • Knowledge of industry best practices and trends in customer experience management.
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Project management skills and the ability to handle multiple tasks concurrently.

  • Knowledge of
    process management methods and tools:
  • Proven experience in customer experience management or related roles.
-
Strong analytical skills with the ability to derive insights from customer data.

  • Excellent communication and interpersonal skills.
  • Experience in handling customer complaints and resolving issues effectively.
-
Familiarity with Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics
:


  • Teamoriented with a collaborative and problemsolving approach.
  • Customer journey / process mapping experience are strongly desired.
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Previous experience in supervising or managing teams
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