Customer Engagement Specialist

Key Responsibilities

• Educate dental professionals on Invisalign and iTero solutions through virtual consultations, product demonstrations, on-demand training modules, and targeted communications.
• Manage and resolve customer inquiries efficiently in a fast-paced, customer-focused environment while maintaining high levels of satisfaction.
• Execute sales strategies to assess practice goals, identify business opportunities, address performance gaps, and drive adoption of Align Technology products and services.
• Build and maintain strong relationships with doctors, practice owners, clinical staff, and office personnel through a consultative, customer-centric approach.
• Analyze practice capabilities and recommend clinical, technical, and business development resources to support customer success and improve patient outcomes.
• Collaborate with Field Sales, Clinical, Marketing, Operations, and other cross-functional teams to enhance the customer experience and maximize product utilization.
• Consistently achieve and exceed assigned KPIs, sales quotas, productivity metrics, and business objectives.
• Demonstrate strong organizational skills, accountability, and the ability to manage multiple priorities while meeting deadlines independently.
• Provide clinical support by reviewing patient treatment data and offering guidance on the effective use of Align products, workflows, and treatment protocols.
• Ensure compliance with all applicable privacy and regulatory requirements, including PIPEDA, PHIPA, HIPAA, and company policies related to patient and clinical data.
• Support the execution of strategic initiatives, programs, campaigns, and continuous improvement projects across the organization.
• Develop and maintain effective partnerships with internal and external stakeholders, including Sales, Marketing, Finance, Operations, and Clinical teams.
• Contribute to regional and organizational success by participating in team initiatives, knowledge sharing, and process improvement efforts.
• Perform additional duties and special projects as assigned

Skills, Knowledge & Expertise

• Bachelor’s degree preferred and/or equivalent experience.
• 2 or more years of inside sales experience or other relevant experience with a proven track record of success.
• Must demonstrate capacity and appetite to learn or have previous dental, orthodontic and clinical knowledge.
• Confident and dynamic personality who is customer focused and is comfortable conducting business over the phone and email.
• Proven record of successful sales achievements and competitive sales experience
• Proficiency with Salesforce preferred.
• Can balance strong ability to nurture accounts with desire to seek out opportunities.
• Self-starter who needs minimal supervision and possesses strong multi-tasking as well as problem solving skills.
• Ability and comfort having business discussion (ROI, margins, marketing) and asking the right business questions.
• Strong working knowledge of Microsoft suite of products
• Proven ability to learn technical product knowledge in a highly complex industry.
• Proactive problem-solving skills with strong attention to detail
• Effective collaboration and a positive reputation for working effectively across different levels of an organization.
• Solid English verbal and written communication skills required.
• Flexibility in scheduling to accommodate West Coast customers – you will be working with customers based in BC and some evening meetings will be required.
• Must be legally entitled to work in Canada and able to travel occasionally (approximately 10% of the time) within Canada and internationally (to US).

Benefits