At 3Shape, we are pioneers in digital dentistry, committed to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our cutting-edge technology empowers dental professionals to provide superior care and enhance patient outcomes. We are seeking a dynamic and experienced Customer Success Manager to join our team. In this role, you will play a crucial part in driving our mission to revolutionize dentistry. Your expertise in customer relationship management and dedication to customer satisfaction will be key in ensuring our clients achieve maximum value from our products and services.
Primary responsibility: The primary responsibility of the Customer Success Manager (CSM) is to provide ongoing proactive communication with 3Shape customers to foster their engagement with our solutions, provide a positive customer experience, and develop long-term business relationships and brand loyalty. Serving as the primary point of contact between 3Shape and its customers, the CSM educates end users to ensure they are taking advantage of the full array of capabilities 3Shape solutions have to offer and establishes a close relationship with 3Shape and its customers. Providing a high level of service with a customer-centric approach, the CSM collaborates closely with the extended 3Shape team, including Inside Sales, commercial HQ functions, Resellers, and members of the Customer Support teams. A proactive, consultative, and organized approach, a customer service and ownership mindset, as well as relationship management, problem solving, active listening, and discovery skills - both internally and externally - are critical to success.
The CSM is expected to stay up to date with related industry knowledge, the latest innovations by 3Shape, and will also be involved in other internal sales and customer support activities and processes, such as conducting training, attending tradeshows, virtual and in-person events and meetings.
Travel: Occasional travel within Europe to be expected.
Essential job duties: On-Board new 3Shape customersCollaborate with Customer Support team on completion of initial 100-day onboarding programEducate customer as to training, support and other resources available to themEstablish recurring connection points with end userBuild and maintain strong customer relationshipsProactive service calls to cultivate customer retention and ongoing usageOffer personalized training to increase adoption and usageEducate and guide customers to internal and external resources available to them (webinars, trainings, and online assets)Serve as an escalation point to other teams within 3Shape as neededShare feedback on customer insights to organizationExpand adoption and usage of 3Shape solutionsReview adoption and usage with customersShare best practices and use cases for 3Shape solutionsEducate customers on and highlight features and functions of 3Shape solutions they have and could add on to their portfolio, to ensure they are achieving full value for themKeep customers up to date on product updates, releases, marketing events, and new 3Shape offeringsUncover Sales Lead Opportunities and introduce customer to sales team for evaluationOther Duties: The job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required. Responsibilities and activities may change at any time with or without notice to best meet the needs of the market and the scope of this role may change.
Required education and experience: Bachelor's degree in Business, Marketing, Computer Science; or other related fieldMinimum of Four (4) years of combined Customer Success and/or B2B sales experience, ideally in dental equipment, healthcare or technology fieldsDental industry experience in a customer success, support, or sales function, preferable within an (inside) customer success team environment, product/training specialist or similar experience as a Customer Support agent, Inside Lead Specialist, Marketing, Sales Support, Salesperson or direct work within the dental industry is highly desiredKnowledge of Customer Success process, methodologies, and best practicesDemonstrated relationship and rapport-building with customers and colleaguesStrong competency with PowerPoint, Excel and CRM softwareFluent in English with excellent written and verbal communication skillsPreferred education and experience: Previous experience in the dental industry (ideally IOS and/or CAD/CAM) is considered a significant advantageUnderstanding of Direct and Resale Channel Distribution ModelsKnowledge of sales process and methodologiesClinical experience in a dental office or labExperience in or with global organizationsExperience with Microsoft Dynamics CRMCritical competencies: Results orientation: Always has the result in mind and works to that end. Able to gain results both individually and within a teamCustomer orientation: Maintains a commitment to customers, clients and employee colleagues providing them with a positive and supportive experience. Collaborative with a high level of engagement and customer serviceStakeholder management: Values feedback and insight from others; proactively ensures leadership is up to date, and supports activities and initiatives through active and conscious communicationsProblem-solving: Able to look for innovative, creative solutions to routine and new challenges. Willing to share results. Uses all types of resources available to resolve issuesAttention to detail and organization: Maintains detailed records, information and organizes it in such a way that supports the organization and employee's needsTechnologically savvy: Able to work with, understand and embrace changes in technologyEthical conduct: Takes accountability for decisions and makes decisions that clearly adhere to industry regulations and an ethical standardGet in touch now! If you are interested in this exciting opportunity, apply today. We will review the applications continuously.
We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results is by welcoming diverse people into our community.
About us: 3Shape started with a simple idea - to make 3D scanning better. 3Shape has 2,200+ employees globally, with 500+ in our Headquarters in Copenhagen and 12 employees in Italy. With the help of dental professionals and amazing colleagues we are creating award-winning scanning solutions. Together, we contribute to a better world.
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