Customer Engagement Specialist - Fixed Term

Key Responsibilities

• Increase doctor’s knowledge on Invisalign and iTero products via education, on-demand modules, email communications and performing virtual demonstrations to customers.
• Be responsible for handling customer inquiries promptly and effectively in a fast-paced, team-oriented environment.
• Be creative, self-disciplined, and capable of identifying and completing critical tasks independently with a high sense of urgency; ensuring the effective fulfillment of objectives (monthly, quarterly, and annually) meeting deadlines as assigned.
• Plan and execute Align’s sales strategy to determine practice vision, identify gaps, and establish solutions to drive sales within the practice.
• Develop and maintain positive relationships with each account, including staff, assistants, and doctor by demonstrating practice focus based on integrity and trust.
• Understand account capabilities to help identify gaps and recommend training, technical and clinical resources, and support to ensure customers are well-equipped to treat patients with appropriate Align Technology solutions and ensure positive patient outcomes.
• Partner with additional internal company resources including field sales to optimize the customer experience and provide ongoing promotion of Align products.
• Ensure the effective fulfillment of KPIs and assigned quota, other business objectives and assigned deadlines.
• Participate in proactive team efforts to achieve area or region and company goals.
• Coordinate clinical support to Align customers, including reviewing patient clinical data and offering feedback and guidance on the use of Align products and services.
• Comply with all PIPEDA, PHIPA, HIPPA (US) and other associated privacy regulations with respect to clinical data access to ensure support to our customers is done in an effective and compliant manner.
• Collaborate with cross-functional teams to execute on projects, programs, and campaigns.
• Develop and maintain relationships with internal and external partners and stakeholders across the organization, including sales, marketing, finance, and operations.
• Perform other duties 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