Position: Customer Success Manager
Company: 3Shape
Category: Support
Experience required: 1y
English level: fluent
Published: 2021-08-01T00:00:00+03:00

About the role
This newly defined role is an important element in the customer journey.  When end-users purchase new hardware or software from a reseller, the sales representative who sold it to them simply moves on to the next client. That’s where a Customer Success Manager comes in. 

Customer Success Manager ensures that a client does not just buy a 3Shape product, but has a positive experience with it, too after the initial purchase has taken place. He/she will be the customers guide through the world of TRIOS. To accomplish this, he/she builds relationships with end-users, customize the experience and provide training resources. All while following a very structured onboarding path to ensure excellent customer experiences and high promoter scores. 

Your key responsibilities will be:
Train remotely new TRIOS customers from Germany and build trusted customer relationships to provide first-class TRIOS 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.
•	Animate scanning hands-on training sessions remotely with the customer, together with a follow up training session two weeks later.
•	Interact with other departments and local academies and escalate customers feedback further.
Tracking, Reporting and administrative tasks
•	Enter client information into CRM or project management software.
•	Plan the entire onboarding of your customers and assist them from the delivery date of their TRIOS scanner until they are confident TRIOS users and scanning is a habit.
•	Verify product installation to ensure that there are no issues.
•	Monitor user’s progress through onboarding journey and follow up.

To succeed in your role, you should possess the following competencies:
•	Native or C1 level in English (mother tongue would be a plus), and advanced verbal and writing skills in Russian and Ukrainian. Another language would be a plus eg. German)
•	Customer oriented approach, huge curiosity in people and willingness to help.
•	Interest in dental world and strong ability to learn fast.
•	Competent to learn a software.
•	Strong Communicator—must be able to provide clear, concise training and advise to the customer. Able to guide dentists through the world of TRIOS with varied digital apprehensions.
•	Global Mindset-Must be able to understand and effectively work across cultural boundaries.
•	Problem solving and logical thinking skills—through focused listening and observation, can identify key issues and limiting factors.
•	Ability to Multitask—can effectively function in a fast-paced / stressful environment with multiple agendas and timelines.
•	Interpersonal Skills—viewed as engaging, approachable, eager to understand and listen.

Required Education and Experience:
•	High school diploma or equivalent
Preferred Education and Experience:
1.	Previous experience in a customer support role.
2.	Previous experience as a dental assistant / dental lab and/or demonstrated use of TRIOS and/or other IOS would be a plus.

What do we offer  
•	Participation in producing market-leading technology products for customers around the world  
•	Work in a unique professional, friendly and supportive environment 
•	Constant professional growth and development 
•	Occasional business trips to Western Europe  
•	Competitive salary level  
•	Good working conditions in a comfortable office (not open space!) near National Technical University “KPI” 
•	39 working hours per week 
•	Possibility of partially remote work 
•	A parking lot with free spaces for employees 
•	A healthy work-life balance  
•	Annual paid vacation (24 working days) 
•	Paid sick leaves and a child sick leaves 
•	Maternity and paternity leaves 
•	Medical insurance (incl. massage in the office). 
•	Compensation of lunches 
•	Regular company events 
•	Opportunity to become a part of the success that 3Shape has created over the past 20 years   

We will be glad to welcome you in our team!