Customer Success Manager

About the Position

Chez 3Shape, nous sommes des pionniers de la dentisterie numérique, engagés à transformer l'industrie dentaire avec des solutions innovantes qui améliorent les soins aux patients et optimisent les flux de travail dentaires. Notre technologie de pointe permet aux professionnels dentaires de fournir des soins supérieurs et d'améliorer les résultats pour les patients. Nous nous engageons à avoir un impact positif sur la vie de nos clients et de leurs patients. Nous recherchons un Customer Success Manager dynamique et expérimenté pour rejoindre notre équipe. Dans ce rôle, vous jouerez un rôle crucial dans la réalisation de notre mission de révolutionner la dentisterie. Votre expertise en gestion de la relation client et votre engagement à satisfaire les clients seront essentiels pour garantir que nos clients tirent le meilleur parti de nos produits et services.

Responsibilities

Main Responsibility

La responsabilité principale du Customer Success Manager (CSM) est d'assurer une communication proactive et continue avec les clients de 3Shape pour favoriser leur engagement envers nos solutions, offrir une expérience client positive et développer des relations d'affaires à long terme ainsi que la fidélité à la marque. Servant de point de contact principal entre 3Shape et ses clients, le CSM éduque les utilisateurs finaux pour s'assurer qu'ils profitent pleinement des capacités offertes par les solutions 3Shape et établit une relation étroite avec les clients. Offrant un service de haut niveau et adoptant une approche centrée sur le client, le CSM collabore étroitement avec l'équipe élargie de 3Shape, y compris les ventes internes, les fonctions commerciales du siège, les revendeurs, ainsi que les membres des équipes de support client.

Key Tasks

• Integrate New 3Shape Clients

  • Collaborate with the customer support team to finalize the 100-day onboarding program
  • Inform the client about training, support, and other resources available
  • Establish regular contact points with the end user

• Build and Maintain Strong Client Relationships

  • Proactive service calls to cultivate client retention and continuous usage
  • Offer personalized training to increase adoption and usage
  • Guide and inform clients about available internal and external resources (webinars, training, and online content)
  • Serve as an escalation point to other 3Shape teams as needed
  • Share client feedback with the organization

• Increase Adoption and Usage of 3Shape Solutions

  • Review adoption and usage with clients
  • Share best practices and use cases of 3Shape solutions
  • Inform clients about the features and options of 3Shape solutions they own and those they could add to their portfolio to maximize their value
  • Keep clients informed about product updates, new releases, marketing events, and new 3Shape offerings
  • Identify sales opportunities and introduce clients to the sales team for evaluation

Other Tasks

Cette description de poste n'est pas destinée à couvrir ou à contenir une liste exhaustive des activités ou des responsabilités requises. Les responsabilités et les activités peuvent changer à tout moment, avec ou sans préavis, pour répondre au mieux aux besoins du marché, et la portée de ce rôle peut évoluer.

Requirements

• Education and Experience

  • University degree in business, marketing, computer science, or another related field
  • Minimum of four (4) years of combined experience in customer success and/or B2B sales, preferably in dental equipment, healthcare, or technology
  • Experience in the dental industry in customer success, support, or sales function, preferably within a customer success team, as a product/training specialist, or similar experience as a customer support agent, inside sales specialist, marketing, sales support, or any other direct experience in the dental industry is highly desired
  • Knowledge of customer success processes, methodologies, and best practices
  • Demonstrated ability to build relationships and create rapport with clients and colleagues
  • Solid proficiency with PowerPoint, Excel, and CRM software
  • Fluency in English with excellent written and verbal communication skills

• Desired Skills

  • Experience in the dental industry (ideally IOS and/or CAD/CAM) considered a significant advantage
  • Understanding of direct and reseller distribution models
  • Knowledge of sales processes and methodologies
  • Clinical experience in a dental practice or laboratory
  • Experience within global organizations
  • Experience with Microsoft Dynamics CRM
  • Fluency in English

Essential Competencies

• Results-Oriented: Always keep the end result in mind and work towards it. Ability to achieve results individually and as a team
• Customer Orientation: Commitment to clients, colleagues, and employees by offering a positive and supportive experience. Collaborative with a high level of engagement and customer service
• Stakeholder Management: Value the feedback and viewpoints of others; ensure leadership is informed and support activities and initiatives through active and conscious communications
• Problem Solving: Ability to seek creative and innovative solutions to new or recurring challenges. Willing to share results. Use all available resources to solve problems
• Attention to Detail and Organization: Maintain detailed records and information and organize them in a way that meets the needs of the organization and employees
• Technological Affinity: Ability to work with, understand, and adopt technological advancements
• Ethical Conduct: Take responsibility for decisions made and ensure they clearly comply with industry regulations and ethical standards

We Offer

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Professional development opportunities
• Flexible working hours
• Remote work options

About the Company

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.

If you are interested in this exciting opportunity, apply today. 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.