Product Insight Specialist in 3Shape Ukraine

7 серпня 2024

Product Insight Specialist

Київ

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 a year 2000, today, we provide services 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 was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine . Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.

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

Do you want to play a central role enabling our supporters to deliver the best customer experience possible when facing issues with our products? Would you like to identify potential product improvements and fixes, prioritizing them based on customer impact and thus influencing product development and strategy? Are you a problem solver with strong analytical skills, a structured communicator and have a customer centric mindset? If so, this role may be for you.

About the team and role

The Customer Insights team is a part of the Customer Experience Office and has the mission of using insights acquired from deep understanding of 3Shape products and customers to prevent issues and set the gold standards of 3Shape support, developing the means and methods to provide support to customers in an easy and delightful way.

In this role you will:

• Be the voice of the customer for internal processes, service offerings and product improvements
• Equip support teams with tools, techniques and methods to accurately identify and solve customer issues and requests
• Drive product launches from a Customer Care perspective, outlining service strategy, preparing the support teams and heading the hypercare efforts post-launch for quick reaction and corrective actions
• Identify hot issues and find, together with Product Management, R&D, regional support and other relevant departments, mitigation actions, root causes and permanent solutions
• You will be central in finding the main customer pain points for regional support. You will also make sure that those are addressed — by finding mitigation actions and permanent solutions.

You will conduct meetings with Product Management, R&D, Global Sales & Marketing where you present the hot issues and improvements needed and make sure they are beingaddress and fixed with the necessary urgency and report back to Customer Care, Product Management and R&D. Apart from the product in focus you will contribute for the general escalation processes and communication between the support teams and other departments. You will participate in projects as a Subject Matter Expert to improve support tools, processes, and procedures.

Your competencies:

• Technical mindset, with knowledge of IT networking, Databases
• Ability to work in a matrix organization and interact with internal functions and stakeholders
• Working capability with Excel and CRM
• Good problem-solving and Project coordination skills
• Customer-centric and service-minded
• Good communicator and presentation skills, both written and orally in English is mandatory
• Good analytical capabilities
• International and strategical mind-set
• Flexible and comfortable within an environment where things move fast.
• Complete the task on your own initiative

Your experience:

• Technical education or relevant work experience
• Data Analysis and Analytical skills
• Project management skills
• Training/coaching experience is advantageous
• Experience from customer facing functions is advantageous
• Knowledge of the dental industry/3Shape products is advantageous

Being the part of us means:

• Opportunity to become a part of the accomplishments that 3Shape has created over the past two decades.
• Meaningful work that changes the future of dentistry
• Work in a unique professional and friendly environment
• Constant professional growth and development
• A healthy work-life balance
• Occasional business trips to Western Europe

We offer:

• 39 hours of cooperation per week within a flexible time frame
• 24 business days of annual leaves
• Medical insurance (with additional Dentistry Budget and 10 massaging sessions per year included)
• Possibility of flexible remote cooperation
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI” which includes: Blackout ready infrastructure. Corporate Paper Book Library. Gym-Room with Shower.
• A parking lot with free spaces for employees
• Partial compensation of lunches
• Paid sick leaves and child sick leaves
• Maternity, paternity and family issues leaves
• Well-being program: monthly well-being meetings and individual psychology hot-line

Want to join us and change the future of dentistry?