3Shape is a Danish hi-tech company that creates 3D scanning and software solutions for healthcare industry, such as hearing and dental aid production, where we have a global leading position for more than 20 years.
3Shape is headquartered in Copenhagen, with development teams in Denmark and Ukraine and with a production site in Poland. We are global company with representation offices in Europe, Asia and the Americas. Founded in a year 2000, today, 3Shape serves customers in over 100 countries.
We are looking for an experienced Customer Support Relationship Manager who can work effectively with customer support colleagues all over the world to ensure high level of our resellers’ and end users’ satisfaction. Primary objective is to make sure the relationship between 3Shape Support Delivery, 3Shape Account/Sales and the partner/ reseller is working well. The focus would be on the Support Delivery performance as well as managing requirements from both Sales and Partners into the Support Organization. This is achieved by ensuring the Support is on the agenda at regular and planned intervals, and that ownership of issues is well assigned, and delivery is followed up.
Your profile
- Experience in Project management (ability to manage and drive continuous improvements and partner requests into Service Delivery)
- Preferably experience in Service Delivery management or Account management
- You are fluent in English (written and spoken) and preferably one other language (German, French, Spanish, Italian) and have a bachelor’s degree or equivalent
- You have good negotiation skills, presenter/speaker confidence, data analysis, commercial acumen, ability to talk to all levels in the organization
- Positive attitude and open mindset, focused on finding solutions and taking ownership
- Empathetic, approachable and customer focused
Key Tasks
- Have regular meetings with resellers and partners about support general performance and end user experience
- Drive execution of agreed action plan, follow up, provide status updates, and measure results
- Act as a central link between reseller/partner and 3Shape Customer support, coordinate requests cross-functionally from a support perspective
- Coordinate escalated cases, ensuring attention to time-sensitive issues
- Ensure performance reporting is done and identify areas to improve. Based on the reseller and 3Shape KPI’s, agree on actions and targets to improve or maintain performance
- Feedback to responsible Sales manager about ongoing issues and priorities, provide status updates on improvements made
- Work with the Support senior management to initiate and implement changes that are required and agreed to improve performance
- Provide input to internal projects and initiatives, share feedback on Customer support from resellers/partners and end users with relevant teams, making sure the voice of the customer is heard
We offer:
- Participation in producing market-leading technology products for customers around the world
- Work in a unique professional, friendly and supportive environment
- Constant professional growth and development
- Occasional business trips to Western Europe
- Competitive salary level
- Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
- 39 working hours per week within flexible time-frame from 8:00 till 20:00
- Possibility of partially remote work
- A parking lot with free spaces for employees
- A healthy work-life balance
- Annual paid vacation (24 working days)
- Paid sick leaves and a child sick leaves
- Maternity and paternity leaves
- Medical insurance (incl. massage in the office).
- Compensation of lunches
- Regular company events
- Opportunity to become a part of the success that 3Shape has created over the past 20 years
We will be glad to welcome you in our team!
For more information, visit our web-site: www.3shape.com or contact HR department via e-mail [email protected].
You can follow us on social media:
https://www.facebook.com/Lifeat3shape/
https://www.facebook.com/3Shape/
https://www.linkedin.com/company/3shape/
Apply now
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