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 130 countries. Our growing talent pool of over 2200 employees spans 50 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.


About the role:

The Team Lead is pivotal in ensuring customers achieve their desired outcomes with 3Shape solutions. This role covers both managing a team (Support agents and Customer Success Managers) and directly engaging with customers, and, additionally, the role focuses on implementing best practices in Customer Success to ensure sustainable growth. The individual will build and nurture relationships, customize user experiences, and provide training through a structured remote engagement program. The goal is to deliver exceptional customer experiences, drive high product usage, and establish a commercially focused, brand-new function within the organization.

Areas of responsibility:

People Management:

• Lead, mentor, and develop a team of highly technical individual contributors, developing a culture of quality and continuous improvement.

• Set clear performance goals, conduct regular reviews, and provide feedback to ensure team members meet their goals.

• Facilitate team collaboration and knowledge sharing to enhance overall customer success strategies.

Customer Success Strategy:

• Collaborate with cross-functional teams, including sales and product management, to advocate for customer needs and support product enhancements.

• Develop and implement customer success plans, including on-boarding, adoption, and retention strategies.

• Track and report on key success metrics, such as customer satisfaction, product usage, and retention rates.

• Emphasize commercial outcomes by identifying upsell and cross-sell opportunities.
  

Customer Relationship Management:
- Build and maintain effective relationships with key users and stakeholders within client organizations.
- Act as a trusted advisor, understanding clients’ business goals and aligning our solutions to meet their needs.
- Ensure customers have a seamless and exceptional experience from implementation to ongoing use of 3Shape solutions.

User Experience:
- Gather and analyze customer feedback to continuously improve the user experience.
- Be the Voice of the Customer, sharing important feedback with the relevant teams.

Training and Engagement:
- Develop and implement a structured remote engagement program to provide comprehensive training and support to users.
- Monitor customer engagement and product usage, identifying opportunities for additional training and support.

After-Sales and Technical Support:
- Provide after-sales support to ensure customers continue to derive value from 3Shape solutions.
- Develop and maintain a knowledge base and support resources to assist customers in troubleshooting and optimizing their use of the product.

KPIs and Customer Growth:
- Define, monitor, and manage commercial and technical KPIs.
- Identify and implement strategies to increase customer growth and portfolio expansion within existing accounts.
- Provide regular reports and insights on commercial performance to senior management.

Change Management:
- Lead the establishment of the new Customer Success function within the organization.
- Develop and implement change management strategies to ensure smooth integration and adoption of the new function.
- Communicate the vision and benefits of the new function to internal and external stakeholders.

Thought Leadership:
- Stay current with industry trends, competitive landscape, and best practices, sharing insights with the team and clients to become a trusted advisor.

To succeed in your role, you should possess the following skills and competencies:

• Experience in a customer success or account management role, with a consistent track record of managing complex client relationships.

• Experience in a people management role, with the ability to inspire and develop an effective team.

• Skilled communication, presentation, and interpersonal skills.

• Deep technical knowledge and the ability to translate technical concepts into business value.

• Problem-solving abilities and an approach to customer engagement.

• Ability to work collaboratively with cross-functional teams to support customer success initiatives.

• Experience in change management and establishing new functions within an organization.
  

Being part of us means:

• Meaningful work that helps to change the future of dentistry

• Work in a unique professional, friendly and supportive environment

• Constant professional growth and development

• A healthy work-life balance

• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; paid sick leaves and child sick leaves; maternity and paternity leaves etc

• Breakfasts and lunches in the office

• Good working conditions in a comfortable office in UNIT.City

• A parking lot with free spaces for employees

• Occasional business trips to Western Europe

• Opportunity to become a part of the success that 3Shape has created over the past 25 years.