Customer Success Lead (Audio)

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.

The Customer Success Lead is pivotal in ensuring customers achieve their desired outcomes with 3Shape solutions. This role covers both managing a team (currently 4 direct reports) and directly engaging with customers, and, additionally, the role focuses on implementing best practices in Customer Success to ensure sustainable growth. The individual will build and nurture relationships, customize user experiences, and provide training through a structured remote engagement program. The goal is to deliver exceptional customer experiences, drive high product usage, and establish a commercially focused, brand-new function within the organization.

Key Responsibilities:

1. People Management:

o Lead, mentor, and develop a team of highly technical individual contributors developing a culture of quality and continuous improvement.

o Set clear performance goals, conduct regular reviews, and provide feedback to ensure team members meet their goals.

o Facilitate team collaboration and knowledge sharing to enhance overall customer success strategies.

2. Customer Success Strategy:

o Collaborate with cross-functional teams, including sales and product management, to advocate for customer needs and support product enhancements.

o Develop and implement customer success plans, including on-boarding, adoption, and retention strategies.

o Track and report on key success metrics, such as customer satisfaction, product usage, and retention rates.

o Emphasize commercial outcomes by identifying up sell and cross-sell opportunities.

3. Customer Relationship Management:

o Build and maintain effective relationships with key users and stakeholders within client organizations.

o Act as a trusted advisor, understanding clients business goals and aligning our solutions to meet their needs.

o Ensure customers have a seamless and exceptional experience from implementation to ongoing use of 3Shape solutions.

4. User Experience:

o Work closely with key accounts to tailor the 3Shape Advance solution to their specific needs and workflows.

o Gather and analyze customer feedback to continuously improve the user experience.

o Be the Voice of the Customer within 3Shape Audio, sharing important feedback with the relevant teams.

5. Training and Engagement:

o Develop and implement a structured remote engagement program to provide comprehensive training and support to users.

o Monitor customer engagement and product usage, identifying opportunities for additional training and support.

6. After-Sales and Technical Support:

o Provide after-sales support to ensure customers continue to derive value from 3Shape solutions.

o Coordinate with the product management team to resolve any issues promptly and efficiently.

o Develop and maintain a knowledge base and support resources to assist customers in troubleshooting and optimizing their use of the product.

7. KPIs and Customer Growth:

o Define, monitor, and manage commercial and technical KPIs.

o Identify and implement strategies to increase customer growth and portfolio expansion within existing accounts.

o Provide regular reports and insights on commercial performance to senior management.

8. Change Management:

o Lead the establishment of the new Customer Success function within the organization.

o Develop and implement change management strategies to ensure smooth integration and adoption of the new function.

o Communicate the vision and benefits of the new function to internal and external stakeholders.

9. Thought Leadership:

o Stay current with industry trends, competitive landscape, and best practices, sharing insights with the team and clients to become a trusted advisor.

Qualifications:

• Experience in a customer success or account management role, with a consistent track record of managing complex client relationships.
• Experience in people management role, with the ability to inspire and develop an effective team.
• Skilled communication, presentation, and interpersonal skills.
• Deep technical knowledge and the ability to translate technical concepts into business value.
• Problem-solving abilities and an approach to customer engagement.
• Ability to work collaboratively with cross-functional teams to support customer success initiatives.
• Experience in change management and establishing new functions within an organization.

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 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 work 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

For more information, visit our web-site: www.3shape.com or contact by email recruit-ua@3shape.com.

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