Technical Account Manager, Labs

• Build and maintain strong, long-lasting client relationships by acting as the main technical contact for enterprise accounts
• Conduct pre-upgrade reviews (hardware specifications, server/client setups, scanner compatibility) and coordinate enterprise-scale upgrades (e.g., Lab Organizations, Dental System, Cloud Dongle adoption)
• Provide standardized infrastructure blueprints (small, medium, enterprise labs) to help customers and their IT providers run 3Shape software efficiently
• Maintain a living integration tracker for each enterprise customer covering LMS/ERP connections, cross-lab workflows, and new lab onboarding
• Coordinate with customer IT teams and 3Shape support / product teams
• Identify potential technical challenges before they impact customers, and act as an escalation point with internal teams for timely resolution
• Technical support & troubleshooting: Understand client business objectives and technical environments and guide clients through product upgrades, feature adoption, and new workflow implementations to optimize product usage and increase return on investment
• Troubleshoot and resolve complex product-related issues based on in-depth technical knowledge of 3Shape's Lab products and integrated workflow, and common network and installation challenges, and offer technical recommendations for configurations, system integrations, and best practices
• Value creation & retention: Support LabCare renewals, additional seat/scanner expansions, and adoption of new workflows by ensuring infrastructure stability and scalability
• Participate in quarterly business reviews (QBRs) with enterprise accounts, translating technical initiatives into business outcomes (uptime, throughput, ROI)
• Product advocacy: Serve as the voice of the customer internally, relaying enterprise product feedback and collaborating on product improvement initiatives based on real-world client use cases
• Collaborate closely with Sales, Product, Support, and Academy to ensure seamless enterprise customer experience
• Ability and willingness to travel 30-50% of the time (predominantly within North America, but potentially to our corporate offices in Denmark on occasion) to meet with customers, attend trade/industry events, internal meetings/trainings and conferences

• A bachelor's degree in a technical field like Computer Science, Engineering, or IT is typically required
• Prior experience in enterprise technical account management, customer success, or technical project management is essential
• Deep, hands-on understanding of 3Shape's Lab products, services, and integrated workflows
• Strong knowledge of IT architecture including server/client networking, databases, and cloud migrations
• Experience with CRM systems and project management software
• Excellent verbal, written, and presentation skills to translate complex technical projects into business outcomes for executive audiences
• Strong analytical and critical thinking skills to anticipate issues and provide scalable, customer-aligned solutions
• Customer-centricity: Empathetic, proactive, and relationship-focused mindset committed to enterprise customer success
• Ability to manage multiple enterprise projects and accounts simultaneously, prioritize effectively, and track metrics
• Understanding of subscription/renewal-based business models (SaaS or enterprise software) and how technical adoption drives recurring revenue
• Experience working in a team environment with multiple stakeholders and decision-makers

Familiarity with ERP/LIS systems or complex IT integrations is a strong plus

• Comprehensive medical, vision and dental 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