Tech Stack
Job Description, Responsibilities & Requirements
About the Position
Join 3Shape as Customer Success Manager!
The Customer Success Manager plays 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.
Responsibilities
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.
Essential Job Duties:
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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 recurring connection points with end user
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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
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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
Requirements
- Critical Competencies:
- Results orientation: Always has the result in mind and works to that end. Able to gain results both individually and within a team
- Customer 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 service
- Stakeholder management: Values feedback and insight from others; proactively ensures leadership is up to date, and supports activities and initiatives through active and conscious communications
- Problem-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 issues
- Attention to detail and organization: Maintains detailed records, information, and organizes it in such a way that supports the organization and employee’s needs
- Technologically savvy: Able to work with, understand, and embrace changes in technology
- Ethical conduct: Takes accountability for decisions and makes decisions that clearly adhere to industry regulations and an ethical standard
We Offer
- Competitive salary
- Opportunity to work in a dynamic and innovative environment
- Professional development opportunities
- Collaborative and inclusive company culture
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.
Location: ES - Madrid
Department: Europe
Founded: 2000
Headquarters: Copenhagen
Global Presence: Europe, Asia, and the Americas
We are only as strong as the people who join us!
Our employees are our talent, our ambassadors, and the driving force behind our success. They are also our future. Together, they use their passion and spirit for innovation to help build our brand and our reputation, making us a destination for pioneering work and personal career growth.
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- Follow us on LinkedIn - experience our culture and everyday life from around the globe
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