Job Specifications
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 committed to making a positive impact on the lives of our customers and their patients.
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 on-going proactive communication with 3Shape customers to foster their engagement with our solutions, provide a positive customer experience, and to 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 and 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 mind-set, 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, etc.
Travel: Occasional travel within Europe to be expected.
Essential job duties:
On-Board new 3Shape customers
Collaborate with Customer Support team on completion of initial 100-day onboarding program
Educate customer as to training, support and other resources available to them
Establish recuring connection points with end user
Build and maintain strong customer relationships
Proactive service calls to cultivate customer retention and ongoing usage
Offer personalized trainings to increase adoption and usage
Educate 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 needed
Share feedback on customer insights to organization
Expand adoption and usage of 3Shape solutions
Review adoption and usage with customers
Share best practices and use cases for 3Shape solutions
Educate 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 them
Keep customers up to date on product updates, releases, marketing events, and new 3Shape offerings
Uncover Sales Lead Opportunities and introduce customer to sales team for evaluation
Other 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 field
Minimum of Four (4) years of combined Customer Success and/or B2B sales experience, ideally in dental equipment, healthcare or technology fields
Dental 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 desired
Knowledge of Customer Success process, methodologies, and best practices
Demonstrated relationship and rapport-building with customers and colleagues
Strong competency with PowerPoint, Excel and CRM software
Fluent in English with excellent written and verbal communication skills
Preferred education and experience:
Previous experience in the dental industry (ideally IOS and/or CAD/CAM) is considered a significant advantage, however it's not essential
Understanding of Direct and Resale Chanel Distribution Models
Knowledge of sales process and methodologies
Clinical experience in a dental office or lab
Experience in or with global organizations
Experience with Microsoft Dynamics CRM
Critical competencies:
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About the Company
3Shape develops 3D scanners and CAD/CAM software solutions for the dental and audio industries. Our technology is changing the way health professionals diagnose and care for people. So much so that we've been named "Entrepreneur of the Year" by Ernst & Young three times, not to mention receiving numerous other global awards for our products and solutions. Our headquarters is in Denmark with production facilities and offices in China, Europe, Latin America and the USA. Our Privacy Policy - http://ow.ly/tzgA30ozGJW
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