Customer success manager (Italian market). in 3Shape Ukraine

3Shape specializes in the development of 3D scanners and software solutions that enable dental and hearing professionals to provide better services to a wide range of patients. Our products are high-tech, innovative scanners and CAD software solutions that significantly improve the lives of patients and dentists around the world.

3Shape is headquartered in Copenhagen. Development teams work in Denmark, Ukraine, North Macedonia. The company's production is concentrated in Poland.

3Shape is a multinational company with offices in Europe, Asia, North and South America. The history of 3Shape began in 2000. Currently, the company provides services to clients in more than 100 countries and has more than 2,000 employees of more than 35 nationalities.

The 3Shape company is a reliable employer on the Ukrainian labor market. The history of the Ukrainian office began 16 years ago, and we continue to grow, search for new employees and sincerely care for them even during the war in Ukraine. In particular, we provide paid leave to employees who are called up for military service, and we also care about the mental health of all colleagues and organize a number of activities to support it.

The 3Shape company is about stability and confidence in the future.< /p>

About the position

The task of the Customer Success Manager (CSM) is to ensure that the customer not only buys a 3Shape product, but also enjoyed using it after purchase and had an experience and experience that exceeded all of his expectations. The selected candidate will remotely conduct an adaptation and familiarization program for users with one of the company's most important products – the TRIOS scanner. He/she will get to know customers, learn about their experiences and conduct training according to a structured program of remote onboarding and familiarization with the company's products to ensure a high level of customer satisfaction and the most efficient use of the product.

Key Responsibilities:

building trusting relationships with customers and high-quality organization of the process of adaptation and familiarization with the TRIOS scanner;

• planning of the complete process of adaptation and familiarization of customers with the company's products, constant customer support during all this period until the client realizes that he has become a confident user of TRIOS, and scanning is his daily habit; training with scanning for the client (via video conference), providing recommendations for further training;
• monitoring and further control of the user adaptation process;
• quick and careful response to customer requests;
• >
• communication with customers via e-mail, text messages, customer support chat, phone and any other means of communication as directed by management;
• interaction with other divisions and local academies and further transfer feedback to management.

Control, reporting, etcand administrative tasks:

• setting up a client account;
• entering client data into a CRM system or project management software;
• tracking user progress in the process of adaptation and familiarization, further control and recommendations.

The successful candidate must possess the following competencies:

• native speaker of the Italian language or C2 proficiency level, competent oral and written English (at least intermediate level) and fluency in Ukrainian (oral and written);
• maximum customer orientation, high level of curiosity and desire to help;
• interest in the field of dentistry and the ability to quickly to learn;
• readiness and desire to learn new software;
• possessing effective communication skills to conduct clear and understandable trainings, as well as consulting the client; willingness to teach dentists to work with the TRIOS scanner and to explain all the nuances and features of using digital technologies;
• the ability to think globally to understand cultural characteristics and work effectively, overcoming the barriers of cultural differences;
• problem-solving skills and ability to think logically - through careful listening and observation can identify key issues and constraints;
• ability to multitask - ability to work effectively in dynamic/stressful situations with multiple tasks and time constraints;< /li>
• interpersonal communication skills – an interesting and open personality who is ready to understand and listen.

Mandatory education and experience requirements:

• Bachelor's degree or equivalent.

Optional education and experience requirements:

1. customer service experience;
2. experience as a dental assistant/dental technician assistant and/or experience using TRIOS and/or other intraoral scanning systems would be an advantage.

Join our team if you would like to:

• actively work for quality changes in the future of dentistry;
• become part of a friendly team of professionals;
• constantly grow and develop professionally;
• maintain a balance between work and personal life;
• have a flexible schedule with the possibility to work remotely;
• corporate benefits: 24 working days of annual leave, health insurance, compensation for lunch expenses, paid sick leave, incl. for caring for a sick child, childcare leave, etc.;
• comfortable office (not open space!) near the National Technical University of Ukraine "KPI";
• parking spaces for company employees< /li>
• periodic business trips to European countries;
• the opportunity to be part of the success that the 3Shape company has been creating for 22 years.

Do you want to join our team and change the future of dentistry with us?

To learn more, watch our corporate video: youtu.be/38-_SfPBptw, website: www.3shape.com or write to us [email protected].

Information about open vacancies: www.3shape.com/ ...porate/Careers/#vacancies

Follow us on social networks:
www.facebook.com/3Shape

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 2000, today we serve customers in over 100 countries. Our growing talent pool of over 2000 employees spans 35+ nationalities.

3Shape as an employer is committed to Ukraine. Our UA office has a 16-year-old history, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we offer a paid military leave to those called to the military service as well as care about our employees' mental health by implementing different supportive activities.

If you are looking for stability and confidence in your future, we are the right place for you.

About the role

This newly defined role is a key element in the customer journey.

The Customer Success Manager (CSM)ensures that a client does not just buy a 3Shape product, but has an exceptional experience with it, too, after the initial purchase has taken place. He/she will guide the user through the remote onboarding program to discover the world of TRIOS. To accomplish this, he/she builds relationships with users, customize the experience, and provide training by following a structured remote onboarding program to ensure excellent customer experiences and high product usage.

The CSM will be part of a team located in the 3Shape office in Kyiv.

Your key responsibilities will be:

Build trusted customer relationships and 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.
• Plan the entire onboarding of your customers and assist them during their entire onboarding journey from the delivery date of their TRIOS until they are confident TRIOS users and scanning is a habit.
• Verify product installation to ensure that there are no issues.
• Deliver complete scanning hands-on training with the customer, together with a follow up training guidance.
• Monitor and follow up on the users onboarding journey.
• Interact with other departments and local academies and escalate customers feedback further.

Tracking, Reporting and administrative tasks

• Setting up the customer’s account
• Entering client information into CRM or project management software.
• Monitoring user’s progress through the onboarding journey and follow up.

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

• Native or C2 level in Italian (mother tongue would be a plus), and intermediate verbal and writing skills in English and fluent Ukrainian.
• Customer obsession, high curiosity in people and willingness to help.
• Interest in dental world and strong ability to learn fast.
• Competent to learn new software.
• Strong Communicator—must be able to provide clear, concise training and advice 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:

• Bachelor’s degree 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.

Being the 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
• Possibility of flexible remote work
• Comprehensive benefits incl. 24 working days of annual vacation; medical insurance; compensation of lunches; paid sick leaves and child sick leaves; maternity and paternity leaves etc
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
• 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 22 years.

Want to join us and change the future of dentistry?

For more information, watch our corporate video youtu.be/38-_SfPBptw, visit our web-site: www.3shape.com or contact by email [email protected].

Information about our open vacancies you can find here: www.3shape.com/...porate/Careers/#vacancies

You can follow us on social media :
www.facebook.com/3Shape