Customer Success Manager

Make a difference! Join a team that strives to change the dental industry. Be part of the leader in intraoral and laboratory scanners.
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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

 

The Customer Success Manager (CSM) has a key role in working with Strategic Account Organizations and with 3Shape Reseller Partners, mainly in North America, that are key for 3Shape’s North American success. The focus will include all types of Strategic Accounts including but not limited to DSO’s, Educational Institutions, Government/Military and others. The relationship with these Strategic Accounts begins from the first meeting of interest, continues through any Proof of Concept, and culminates when the implementation phase is completed. The relationship then continues for the life of the customer journey. Activities will include but are not limited to Proof of Concept planning and implementation, pre-sales support, training planning, equipment procurement and relationship management.  Very importantly, The CSM will continue the relationship with the organization well into the adoption and usage phases of the customer life cycle. The CSM will acquire and onboard new customers while driving growth and adoption across current partnerships.  Success is defined through the analysis of the extent of user implementation, adoption, and overall successful usage of 3Shape Dental Solutions (hardware and software) as well as stellar alignment with local and global 3Shape stakeholders.

   


Your key responsibilities

Identify and understand the Strategic Account and Reseller Organizations

    • Identify current clinical workflows and success priorities related to business opportunities
    • Understand needs related to workflow integrations, training, and development tasks that are identified as critical for successful implementation
    • Understand the reseller’s agenda and priorities and ensuring it coincides with that of 3Shape

Co-Develop sales initiation offering with particular focus on implementation plan, workflows, Proof-of-Concept, training, development plans, as well as usage and adoption

 

Proof-of-Concept Project Lead

  • Determine required resources and timing
  • Set success criteria and metrics
  • Determine key activities that then inform required roles and responsibilities
  • Coordinate and manage stakeholders—3Shape local and global team, partner reseller, senior leaders, dental clinics, and laboratories, in scope.  

 

Lead Project Implementation

  • Act as a Change Management Advocate to the organization
  • Responsible for the development and follow through of the implementation plan—installation, training, and support activities
  • Develop and ensure a robust resource plan that includes the right people, providing the right activities at the right time—this includes close collaboration and planning with Academy/Training and Customer Support
  • Ensure timelines are met or delivered early, escalate issues to senior management, while managing risks as needed
  • Conduct weekly follow up meetings with the organization and partner reseller using widely available resources such as DSO Dashboard

     

Support 3Shape’s DSO market presence

  • Support Key Account Manager in the building of relationships with Strategic Account organizations
  • Be able to articulate 3Shape’s Key Account Strategy to internal and external stakeholders
  • Provide feedback and observations gained from end users, 3Shape, Strategic Account employees as to the effectiveness and relevancy of US marketing and communications





To succeed in this position, you will need to

  • Have at least 2 years working in the dental industry for a dealer or manufacturer
  • Demonstrated understanding of dental clinical workflows
  • A 4-year diploma from a recognized academic institution or equivalent relevant work experience
  • A minimum of 2+ years having demonstrated strong project management specifically in large, complex initiatives
  • Demonstration of strong organizational and follow through skills
  • Experience working in a team environment with multiple stakeholders and decision-makers at all levels in the organization 
  • Effective and structured written and verbal communication skills; strong presentation skills
  • Experience with a consultative, relationship-oriented organization

 Embraces Change:  Able to be proactive, adaptive, results oriented and creative considering competing priorities and tight timeframes

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 an enjoyable and supportive experience.  Pleasant, easy to work with.

Attention to Detail and Organization:  Maintains detailed records, information and organizes it in such a way that supports the organization or employee’s needs. 

Time Management:  Both at the individual level and for the project.  Able to effectively use other team members to support key deliverables

Technologically Savvy—able to work with, understand and embrace changes in technology

Ethical Conduct—takes accountability for decisions, makes decisions that clearly adhere to an ethical standard

 

 


 

What do we offer -- A full benefits package that includes health, dental, vision and prescription drug coverage. Tuition Reimbursement program. Remote/Work From Home. Energetic, engaged and excited team atmosphere. Opportunity to travel internationally. 

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US - New Jersey

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Our biggest assets are our people and culture 💗

Life at 3Shape is great! We bring passion and talent to work every day to innovate for superior patient care. 3Shape is built on a culture of thinking differently and being innovative when solving challenges. We embrace new ways to exchange ideas with colleagues across departments and think and work in an agile way. Experience the everyday #lifeat3Shape across the globe on Facebook. 

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