Customer Success Manager (Spanish)

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are advanced 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 prioritize our colleagues’ mental health by implementing different activities.

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

About The Role

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

Location: Kyiv. Partially remote.

Your Key Responsibilities Will Be

Build trusted customer relationships and provide high-standard 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 interactive 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 be effective in your role, you should possess the following skills:

• Native or C2 level in Spanish, and upper-intermediate verbal and writing skills in English, and fluent Ukrainian.
• Customer centricity, high curiosity in people and willingness to help.
• Interest in dental world and ability to learn.
• Able to learn new software.
• Effective Communicator: 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: able to understand and work across cultural boundaries.
• Problem solving and analytical skills—through focused listening and observation, can identify key issues and limiting factors.
• Ability to Prioritize—can make it through an environment with multiple agendas and timelines.
• Interpersonal Skills—viewed as engaging, approachable, and willing to understand and listen.
  
  

Required Education And Experience

• Bachelor’s degree or equivalent
  
  

Beneficial Education And Experience

• Previous experience in a customer support role.
• Previous experience as a dental assistant / dental lab / shown use of TRIOS would be beneficial.
  
  

Being The Part Of Us Means

• Opportunity to become a part of what 3Shape has created over the past two decades.
• Meaningful work that changes the future of dentistry
  
  

Work in a 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 employment 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 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 take part in the growth of dentistry?

For more information, 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