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.

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, drive adoption, 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, CSM collaborates closely with the extended 3Shape team, including, resellers, commercial HQ functions, 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. A background in dentistry or dental technology is considered an advantage, but is not a strict requirement.

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.

Essential job duties:

• Promote seamless customer engagement with resellers
• Uncover Sales Lead Opportunities and proactively introduce and refer the customer to relevant reseller partners for evaluation and follow-up
• Support the collaboration between end-users and resellers by ensuring a smooth handover, aligning on customer needs, and maintaining transparency in the customer journey

• Build and maintain strong customer relationships
• Proactive service calls to cultivate customer retention and ongoing usage
• Offer personalized trainings they can attend 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 and outside of 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

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:

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 employees’ 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

• Several years of B2B sales and Customer Success experience, including solid knowledge of sales processes, methodologies, and CRM systems

• Understanding of both direct and indirect distribution models

• Dental industry experience is a plus

• Strong language skills in Swedish, Norwegian, or Danish