CUSTOMER EXPERIENCE (CX) MANAGER – EXOCAD ORTHO-RESTORATIVE

Join a team that is transforming smiles, changing lives.
At  Align Technology, we believe a great smile can truly transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next.
S ince April exocad is part of Align Technology.
Exocad is founded in as a spin-off of the world-famous Fraunhofer Institute for Computer Graphics Research and develops CAD software solutions for digital dental technology.
International customers includes well-known companies in the dental industry.
You can find more information about exocad on exocad.
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Ready to join us?       About this opportunity     As the Customer Experience (CX) Manager for exocad Ortho-Restorative, you will play a key role in designing and optimizing the customer journey for the integration of orthodontic and ortho-restorative products into the exocad software portfolio.
Your extensive expertise in Invisalign, along with your knowledge of ClinCheck, TREAT, and the dental field, ensures that customers experience a seamless and satisfying interaction from product engagement to treatment outcome.
By leveraging customer feedback and data, you drive continuous workflow improvements and ensure alignment between customer needs and product development.
Primary Responsibilities.
1.
Customer-Centric Product Improvement.
- Analyze and incorporate customer feedback to enhance the integration of exocad Ortho-Restorative, ensuring an optimized experience for users.
- Collaborate closely with the R&D teams in exocad and Invisalign to develop innovative solutions based on real-world customer requirements, improving both product performance and usability.
2.
Managing the Entire Customer Journey.
- Track and analyze the customer journey in the orthodontic and restorative segments to identify bottlenecks and implement solutions aimed at improving customer satisfaction and retention.
- Ensure customers have a seamless experience from initial interaction through treatment and follow-up.
3.
Project Management and Innovation.
- Independently lead smaller projects focused on improving the customer experience within the Ortho-Restorative domain.
- Drive strategic initiatives aimed at evolving services and offerings to better meet customer needs, ensuring efficient implementation of innovations.
4.
Stakeholder Communication.
- Act as the primary liaison between customers and internal teams, particularly when working with external Key Opinion Leaders (KOLs), ensuring their feedback informs product and service enhancements.
- Compile regular reports on customer feedback, pain points, and suggestions for improvement, sharing insights with management and product development teams.
5.
Training and Knowledge Transfer.
- Deliver training programs for internal teams focused on the integration of exocad ART and Invisalign, ensuring staff are equipped with the latest knowledge and customer insights.
- Document and standardize processes to ensure consistent delivery of an excellent customer experience across departments.
Requirements Degree in dental technology and a master’s qualification or Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
4 years of experience with the Align Group and their products, including Treat, iTero, ClinCheck, Smile Architect, and OrthoCAD first experience in team leadership experience as Clinical Specialist with external communication responsibilities experience as a CAD Designer good experience in complaint investigation and management Proven experience in project management, with at least one relevant certification Excellent customer service orientation with strong interpersonal skills, enabling effective and assertive communication with teammates, supervisors, production staff, and functional areas.
Advanced presentation and communication skills, capable of delivering engaging talks to large audiences, including key opinion leaders (KOLs), and conveying complex technical information clearly.
Proficient in reading, analyzing, and interpreting orthodontic records, treatment prescriptions, and internal communications, with a solid understanding of company policies and procedures.
Good knowledge of computer operations and Microsoft Office tools.
Good proficiency in German and Englisch written and spoken.
Proficient in Align Treat and ClinCheck software.
Clinical Specialist, with the ability to engage in discussions about orthodontics and interact effectively with orthodontists.
Extensive knowledge of Align protocols and rules, along with a deep understanding of internal processes and procedures.
Basic knowledge in exocad software.
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About Align     Align Technology is a publicly traded medical device company that is changing lives through better smiles.
Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect.
Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of  AI  and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and  OrthoCAD  digital services.
Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.
By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries.
Great people, innovative technologies, and meaningful work – these are just some of the  things  employees say make Align Technology a great place to work.
Align Technology is an equal opportunity employer.
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