Customer Success Manager, NA Job at 3Shape (Phoenix)

Job Description

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 in Glendale, AZ. This position follows a hybrid model requiring the ideal candidate to be able to commute 3 times per week in person to the Glendale 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.

Job Responsibility

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 demos and 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

Requirements

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)
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%

Nice to have

Understanding of Direct and Resale Chanel Distribution Models
Experience with CRM - Microsoft Dynamics
French or Spanish is considered advantageous

What 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

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Customer Success Manager, NA

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