Customer Care Manager for 3Shape Audio

Exciting opportunity to drive and manage the full Customer Care agenda for 3Shape Audio globally towards a step change in customer service performance and practices. The role provides opportunity to work and create impact for world-leading companies in hearing aids and consumer audio products (e.g., in-ear monitors) and play a central role in transforming a small, independent business unit in 3Shape.

About us

3Shape is a fast-growing Danish healthcare technology company with over 1,600 employees globally specializing in developing 3D scanning and software solutions that enable dental and hearing professionals to create more effective treatments and improved care. 3Shape is privately-owned which enables us to make decisions fast.

3Shape Audio provides market-leading 3D scanning and software solutions that enable digital production workflow of custom audio products as hearing aids, noise protection and earphones. 3Shape Audio is a small, successful independent business unit within 3Shape, consisting of a 25-person close-knit team with unique culture. Learn more about us here: www.3shape.com/audio

Your role

• Own, define and drive the full Customer Care agenda (i.e., what, when and how) in alignment with Audio business unit strategy and priorities
• Define and deliver technical support to current and new customers with your team (e.g., trials, onboarding, training, technical troubleshooting, ongoing optimization for key accounts) – you will have a hands-on role in delivery given the small team size
• Optimize technical support related processes and systems (e.g., CRM, KPI tracking/reporting) in collaboration with Global Customer Care and Sales Operations
• Work with Product Management and R&D to provide product development feedback and testing for new releases, products, etc.
• Ensure effective collaboration and working relationships with relevant global/corporate functions (e.g., Customer Care, Sales Operations) to bring the best of 3Shape to Audio and vice versa
• Manage a small team of three Support Consultants (based in Kiev, Ukraine) with focus on providing strength-professional development and ensuring a healthy work environment
• Report to the General Manager of 3Shape Audio (based in Copenhagen, Denmark) and membership of 3Shape Audio management team
• Ready to travel up to 20 days per year to visit customers globally and our HQ in Copenhagen

Your qualifications

• Proven track record in technical support from tech based B2B industries within software or IT services
• Well-established customer success and technical support toolbox (e.g., knowledge of processes, reporting, KPIs and optimization hereof)
• Previous leadership experience is a plus. Most important is your motivation and ability to become a great manager
• Structured approach to customers, relationship building and capable at engaging with customers at all levels – comfortable with managing and ensuring adherence to agreed service levels towards customers
• Personal drive and results orientation to proactively take initiative and follow through
• Business acumen, willingness to learn and interest in tech/software
• Ability to work independently and together with other functions (e.g., Product Management, Sales & Marketing, Software Development) for expertise and sparring as needed
• Hands-on technical knowledge in database administration principles (Oracle and MSSQL), networks in general (e.g., concepts of client-server installations), Windows servers / desktop operating systems. Further user-level knowledge on CRM is plus (Dynamics)

We offer

• Diverse, dynamic and empowered work environment with engaging colleagues
• Competitive total compensation and benefits package
• Good working conditions in a comfortable office (not open space!) near National Technical University “KPI”
• Flexible working day
• 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  

• Close sparring, coaching, feedback, and personal development plans are key tools to ensure your development

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].