Customer Success Manager, NA

About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics. Creating great innovation requires diverse teams. Our growing talent pool of over 1,500 employees spans 30+ nationalities and is energized by knowing that together, we contribute to a better world. 3Shapers are entrepreneurs, challengers and innovators… values that are at the heart of everything we do.

About the role

At 3Shape, we are pioneers in digital dentistry, dedicated to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. We are seeking a motivated, collaborative and data driven Customer Success Manager to join our team. This position follows a hybrid model requiring the ideal candidate to be able to commute 3 times per week to our Glendale, Arizona office. 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. As the customer advocate within our organization, you will relay customer feedback and experience back to relevant internal teams by sharing insights, trends, and actionable recommendations. You will bridge the gap between customer expectations and the organization’s efforts, fostering a customer-centric approach.

Your key responsibilities will be 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

• Adopting a forward-thinking stance that emphasizes consultative interactions and customer satisfaction, coupled with exemplary organizational aptitude, relationship navigation, issue solving, and effective listening and researching skills, is fundamental

• On-Board new 3Shape customers by guiding and educating customers on training, support and other resources available to them and establishing recurring connection points with end user

• Build and maintain strong customer relationships by proactively conducting service calls to cultivate customer retention and ongoing usage, guide customers to relevant webinars, trainings, and online assets

• Offer personalized trainings to increase adoption and usage

• Work closely with Sales, Support and other technical teams to ensure exceptional customer experience and resolving issues; serve as the point of contact of any escalation points as needed

• Expand and review adoption and usage of 3Shape solutions in customers that focuses on account renewals and growth

• Educate customers on best practices, features and functions of 3Shape solutions

• 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

• Develop and share best practices with team members to continually improve the quality, effectiveness and efficiency of our process

To succeed in this position, you will need to:

• Bachelor’s degree in Business, Marketing, Computer Science; or other related field

• Minimum of Two (2) years of Clinical Experience in a Dental office or lab

• Minimum of Two (2) years of combined Customer Success, B2B sales, or training experience in dental equipment, healthcare or technology fields

• Knowledge of Customer Success process, methodologies, and best practices

• Demonstrated relationship and rapport-building with customers and colleagues

• Proficient in utilizing MS Office and CRM software

• Able to work with, understand and embrace changes in technology

• Fluent in English (both written and verbal); French or Spanish is considered advantageous

• Understanding of Direct and Resale Chanel Distribution Models- preferred

• Knowledge of sales process and methodologies

• Experience with CRM - Microsoft Dynamics preferred

• Office Based Hybrid Role - 3 days in office (Tues, Wed, & Thurs)

• Travel Requirement: Up to 10%

What do we offer

• Comprehensive medical benefits, 401k

• A unique opportunity to work in a global, innovative MedTech company

• A collaborative and international work environment

• The chance to contribute to strategic partnerships that can transform digital dentistry practices