Manager, Customer Success

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Manager, Customer Success

Department: Customer Support

Employment Type: Full Time

Location: EMEA-United Kingdom

Description

We are looking for a Manager Customer Success to join Align Technology.

You will own the customer service strategy, customer satisfaction and operational excellence. You will Focus on the business growth through facilitation of the long-term relationships with customers and optimizing customer experience Customer Success Team management and continuous improvement according to the business strategy and tactical targets. Adding value to customers' success in their business with our company Developing customers' engagement and adoption Transform customer feedback into improving efficiency Contributing constantly towards providing world-class customer experience

You coach the team and ensure smooth collaboration with other teams and departments while also interacting with both internal and external customers.

Key Responsibilities

• Be the business owner of Customer Success for UK&I
• Focus on the business growth through facilitation of the long-term relationship with customers and increasing NPS Score
• Manage a Customer Success Team and coach them on continuous improvement according to the business strategy and tactical targets
• Work closely with the team supervisors and ensure smooth communication among customer success, onboarding and technical support functions
• Develop and increase customers engagement and adaption
• Transform customer feedback into improving efficiency
• Contributing constantly toward providing world-class customer experience
• Meet departmental standards for personal and team performance metrics
• Keep constant track of team KPI's and take decisions and actions where needed
• Participate in European meetings and provide local insight
• Act as facilitator between your team and other teams of sales, collection, marketing....

Skills, Knowledge & Expertise

Education and/or Experience

• Masters or BA degree
• 7+ years' work experience in a customer-based environment, benefit if medical device related
• Track record in training and coaching people

Skills

• Fluent in English
• Strong interpersonal, listening and persuasive communication skills.
• Willingness to learn
• Great team player
• Result-oriented
• Experience working in an international call center or service environment
• Experience using Salesforce.com is considered a plus
• Attention to detail
• Ability to consistently follow through with projects to completion
• Ability to perform in a fast-paced, dynamic and highly customized environment
• Proficient computer skills including MS Office and CRM tools. Ability to learn software applications quickly