About us

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.

We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities.

3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

If you are looking for stability in your future, we are the right place for you.

About the role

The Customer Success Manager (CSM) ensures that a client does not just register on the Design Service or 3Shape Automate platform, but has an exceptional experience with it. He/she will guide the user through the remote onboarding program. To accomplish this, he/she builds relationships with users, customize the experience, and provide training by following a structured remote onboarding program to ensure excellent customer experiences and high product usage.
The CSM will be part of a team located in the 3Shape office in Kyiv.

Your key responsibilities will be to:

• Build trusted customer relationships and provide first-class onboarding experience
• Provide prompt follow-up and attention to customer inquiries
• Communicate with customers via email, text, live-chat, phone calls or any other communication method as outlined by management
• Plan the entire onboarding of your customers and assist them during their entire onboarding journey
• Verify proper installation and design preferences to ensure that there are no issues
• Monitor and follow up on customers’ experience with Design Services
• Interact with other departments and escalate customers feedback further
  
  Professional competencies:
• Commercial experience, including the ability to build long-term relationships by engaging with users to understand their needs and identify the right solution.
• Interest in building a business by identifying strategic opportunities and delivering results
• Project management and stakeholder management skills
• Strong analytical skills and business acumen
• Flair for IT, preferably including experience with 3Shape’s CAD/CAM software
• Dental knowledge is preferred – potentially a background as dental technician, but this is not a requirement
• Sales and communication skills
• Effective communication skills in oral and written English (B2 level)
• Upper-intermediate or higher level of Spanish language is also required
• Pre-intermediate or higher level of Italian language would be a plus
  
  Personal competencies:
• High personal drive and goal oriented
• Ability to work independently
• Well-structured, dynamic and with a can-do approach
• Extrovert personality with convincing interpersonal skills
• Enjoy working in a high-paced and dynamic environment
  
  Education and Experience:
• Bachelor degree or equivalent
  Preferred Education and Experience: 
• A business degree (BSc or MSc) or a professional dental background
• Previous experience in a customer support role or sales
• Previous experience as a dental assistant / dental lab would be a plus

To succeed in this position, you will need to:

• Previous experience in support function
• Customer oriented approach
• Good communicator with ability to ask and listen
• Good verbal and writing skills at upper-intermediate level in English
• Problem-solving and logical thinking skills
• Result oriented and stress resistant
• Aspiration to self-development and eager to learn
• Analytical, multitasking and empathetic skills
• User-level knowledge on CRM systems (is a plus)
• A relevant IT education is an advantage

Expected primary results:

• Identify and develop new prospects: maintaining a pipeline with prospects in different phases in our CRM tool
  • On-board customers: number of customers onboarded, and the design volume generated by them
  • Ensure customer success: maximize NPS and minimize customer churn.

What we offer:

• 39 hours of cooperation per week within a flexible time frame
• 24 business days of annual leaves
• Medical insurance (with additional Dentistry Budget and 10 massaging sessions per year included)
• Possibility of flexible remote cooperation
• Good working conditions in a comfortable office near National Technical University “KPI” which includes: Blackout ready infrastructure. Corporate Paper Book Library. Gym-Room with shower.
• A parking lot with free spaces for employees
• Partial compensation of lunches
• Paid sick leaves and child sick leaves
• Maternity, paternity and family issues leaves
• Well-being program: monthly well-being meetings and individual psychology hot-line.