At 3Shape, we are pioneers in digital dentistry, committed to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our cutting-edge technology empowers dental professionals to provide superior care and enhance patient outcomes. We are committed to making a positive impact on the lives of our customers and their patients.
We are seeking a dynamic and experienced Customer Success Manager to join our team at 3Shape Australia, based in our Sydney office. In this role, you will play a crucial part in driving our mission to revolutionize dentistry. Your expertise in customer relationship management and dedication to customer satisfaction will be key in ensuring our clients achieve maximum value from our products and services.

REQUIRED EDUCATION AND EXPERIENCE:

• A degree in Dental, Business, Marketing, Computer Science; or other related field
• Experience in Customer Success and/or B2B sales roles, ideally in dental equipment, healthcare or technology fields is a plus
• Dental industry experience in a customer success, support, or sales function, preferable within an (inside) customer success team environment, product/training specialist or similar experience as a Customer Support agent, Inside Lead Specialist, Marketing, Sales Support, Salesperson or direct work within the dental industry is highly desired
• Knowledge of Customer Success process, methodologies, and best practices
• Demonstrated relationship and rapport-building with customers and colleagues
• Strong competency with PowerPoint, Excel and CRM software
• Fluent in English with excellent written and verbal communication skills

PREFERRED EDUCATION AND EXPERIENCE:

• Previous experience in the dental industry (ideally IOS and/or CAD/CAM) is considered a significant advantage, however it’s not essential
• Knowledge of sales process and methodologies
• Clinical experience in a dental office or lab
• Experience in or with global organizations
• Experience with Microsoft Dynamics CRM

ABOUT US

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn

• Onboard new 3Shape customers
• Collaborate with our Onboarding & Customer Support team on completion of initial 100-day onboarding program
• Educate customer as to training, support and other resources available to them
• Establish recuring connection points with end user
• Build and maintain strong customer relationships
• Proactive service calls to cultivate customer retention and ongoing usage
• Offer personalized trainings to increase adoption and usage
• Educate and guide customers to internal and external resources available to them (webinars, trainings, and online assets)
• Serve as an escalation point to other teams within 3Shape as needed
• Share feedback on customer insights to organization
• Develop and manage a best-in-class CRM
• Expand adoption and usage of 3Shape solutions
• Review adoption and usage with customers
• Share best practices and use cases for 3Shape solutions
• Educate customers on and highlight features and functions of 3Shape solutions they have and could add on to their portfolio, to ensure they are achieving full value for them
• Keep customers up to date on product updates, releases, marketing events, and new 3Shape offerings
• Uncover Sales Lead Opportunities and introduce customer to sales team for evaluation
  Other Duties: The job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required. Responsibilities and activities may change at any time with or without notice to best meet the needs of the market and the scope of this role may change
  Travel: Occasional travel within ANZ to be expected.