Customer Success Manager - 3Shape

FLSA Status: Exempt

Category:Regular, full-time

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. 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 Glendale, Arizona. 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 customer service ownership mind-set, strong organization, 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.

This is an individual contributor role based out of our Glendale, Arizona office.

Reports to: Director, Inside Sales NA

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
  • Guide customers to relevant webinars, trainings, and online assets
  • Offer personalized trainings to increase adoption and usage
  • Educate and guide customers to internal and external resources available to them
  • 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, duties or responsibilities that are required. Duties, 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.

Work Location/Hours: This is a Hybrid position based out of our offices in Glendale, Arizona. At times, participation in evening reseller/partner and internal sales events, meetings, trade shows, exhibits and conventions as well as customer or KOL meetings may be required.

Physical Demands: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands to handle documents, objects, tools or controls. The employee is occasionally required to stand, walk; sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch or crawl. The employee will be required to travel by air, both domestically and internationally, and will physically need to be able to navigate these activities.

Travel: This position requires up to 10% travel.

Required Education and Experience:

• Bachelor’s degree in Business, Marketing, Computer Science; or other related field
• Minimum of Four (2) years of combined Customer Success and/or B2B sales experience, ideally in dental equipment, healthcare or technology fields
• Minimum of Two (2) years of Dental industry experience
• Knowledge of Customer Success process, methodologies, and best practices
• Demonstrated relationship and rapport-building with customers and colleagues
• Competency with PowerPoint, Excel and CRM software
• Fluent in English with excellent written and verbal communication skills

Preferred Education and Experience:

• Previous experience in Dental IOS and/or CAD/CAM industry is considered a strong advantage
• 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
• Fluent in French or Spanish is considered a plus

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 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. 

About us

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.