MEA Customer Success Supervisor

MEA Customer Success Supervisor

Department: Customer Support

Employment Type: Full Time

Location: EMEA-Saudi Arabia

Description

You will be responsible for development and execution of customer success activities and strategy.
You will oversee the execution of the daily operative tasks of all team members across several countries in the Middle east and African regio n. Ensure every team member follows processes, company policies, and that tasks are carried out effectively and efficiently.
You will continuously monitor team capacity, workload, and SLA's.
You will build required reporting and dashboards, report on KPI's on a regular basis. Set up and maintain knowledge base.
You will report to the Manager of CS and supervise a team of 10 people.

Role expectations

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 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.

What we're looking for

• Bachelor’s degree required, with 1-3 years directly related (people management) experience.
• Experience in managing a team
• Customer focused
• Highly effective communicator
• Strong oral and written communication skills (presentations and correspondence, influencing skills)
• Efficient at managing competing demands including prioritization, responsiveness and keeping others informed
• Effective stakeholder management skills – internal and external
• Solid problem-solving ability and ability to manage details
• High sense of accountability for one’s tasks and can-do attitude
• Appropriate sense of urgency
• Team player
• Analytical, strategic, and business acumen
• Fluent in English and Arabic
• Be willing to support your team across different Time zones in the Middle East and African region
• Willing to travel