Department: Customer Support

Location: Canada-CHQ-Ontario-Toronto

Compensation: $65,000 / year

Description

Fixed-Term Contract (April 2027)

As a Customer Engagement Specialist, based in the Canadian Headquarters (CHQ) office in the core of downtown Toronto, your role is to build the confidence of our doctors (customers) by applying comprehensive knowledge of Invisalign and iTero sales strategies in dental practices that help accelerate revenue and higher case volume.

You serve as a direct point of contact for our new doctors who have registered into the New Doctor Onboarding program, coordinating cross functional efforts with other areas of the business to deliver an excellent customer experience. You will work to identify and prioritize support for your assigned doctors, and drive growth by continually understanding their business needs and maintaining a positive and professional attitude. This role provides consultative end to end and customized training through regular touch points focused on utilization and adoption of our products.

The successful incumbent is passionately customer-centric, an undeniable self-starter and results driven with a proven ability to execute and work independently.

This role supports West Coast customers – you will be working with customers based in BC and some evening meetings will be required, as you are working the PST timezone.

Role expectations

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.

What We're Looking For

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

Pay Transparency

If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate’s pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

This posting is for an existing vacancy within our organization. Canadian work experience is not required for this position. We welcome applicants from all backgrounds.

We use automated tools (including artificial intelligence “AI”) in our hiring process. This may include AI-based screening or assessment of applications. All final hiring decisions will be made by humans.

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Equal Opportunity Statement

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.