Customer Success Manager, DSO

Primary Responsibility:

The Customer Success Manager (CSM) plays a key role in working with Dental Service Organizations and with 3Shape Reseller Partners in the UK.

The focus will include all types of Strategic Accounts including but not limited to DSO's, Educational Institutions, Government/ Military and others. The relationship with these Strategic Accounts begins from the first meeting of interest, continues through any Proof of Concept, and culminates when the implementation phase is completed.

The relationship then continues throughout the customer journey. Activities include, but are not limited to, Proof of Concept planning and implementation, pre sales support, training planning, equipment procurement, and relationship management. Importantly, the CSM continues the relationship well into the adoption and usage phases of the customer lifecycle.

The CSM is responsible for acquiring and onboarding new customers while driving growth and adoption across current partnerships. Success is measured by the extent of user implementation, adoption, and overall successful usage of 3Shape Dental Solutions (hardware and software) as well as stellar alignment with local and global 3Shape stakeholders.

Essential Job Duties:

Identify and understand the Strategic Accounts (DSOs) and Reseller Organizations

• Identify current clinical workflows and success priorities related to business opportunities
• Understand needs related to workflow integrations, training, and development tasks that are identified as critical for successful implementation
• Understand the reseller's agenda and priorities and ensuring it coincides with that of 3Shape

Co Develop sales initiation offering with particular focus on implementation plan, workflows, Proof of Concept, training, development plans, as well as usage and adoption

Lead Proof of Concept projects

• Determine required resources and timing
• Set success criteria and metrics
• Determine key activities that then inform required roles and responsibilities
• Coordinate and manage stakeholders-3Shape local and global team, partner reseller, senior leaders, dental clinics, and laboratories, in scope.

Lead project implementation

• Act as a Change Management Advocate to the organization
• Develop and execute implementation plans-installation, training, and support activities
• Ensure timelines are met or delivered early, elevate issues as needed, and manage risks
• Conduct weekly follow up meetings with the organization and partner reseller using widely available resources such as DSO Dashboard

Support 3Shape's DSO market presence

• Support Key Account Manager in the building of relationships with Strategic Account organizations
• Articulate 3Shape's Key Account Strategy to internal and external stakeholders
• Provide feedback and observations gained from end users, 3Shape, Strategic Account employees as to the effectiveness and relevancy of US marketing and communications

Work Location/Hours: This is a remote position, with the individual working from their home office. Some time will be spent in Reading to engage with 3Shape colleagues, and travel may be required elsewhere. Participation in certain weekend and evening reseller/partner sales events, trade shows, exhibits, conventions, and customer or KOL meetings may also be required.

Required Education and Experience:

• At least 2 years working in the dental industry for a dealer or manufacturer
• Demonstrated understanding of dental clinical workflows
• A minimum of 2 years having demonstrated strong project management specifically in large, complex initiatives
• Demonstrated of strong organizational and follow through skills
• Experience working in a team environment with multiple stakeholders and decision makers at all levels in the organization
• Effective and structured written and verbal communication skills; strong presentation skills
• Experience with a consultative, relationship oriented organization

Preferred Education and Experience:

• Experience with intraoral digital impression and/or lab scanners and software
• IT knowledge and experience
• Experience working with partners or resellers
• Extensive experience in or with global organizations

Critical Competencies:

Embraces Change: Proactive, adaptive, able to improvise and overcome challenges, creative, and able to manage competing priorities and tight timeframes.

Results Orientation: Always has the result in mind and works to that end. Able to gain results both individually and collectively within a team.

Customer Orientation: Maintains a commitment to customers, clients, and colleagues providing them with an enjoyable and supportive experience. Pleasant, and easy to work with.

Attention to Detail and Organization: Maintains detailed records, information, and organizes it in such a way that supports the organization or employee's needs.

Time Management: Manages time effectively at both the individual and project levels; collaborates with team members to support key deliverables.

Technologically Savvy: Able to work with, understand and embrace changes in technology.

Ethical Conduct: Takes accountability for decisions, makes decisions that clearly adhere to an ethical standard.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

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.