About the role
This newly defined role is an important element in the customer journey. When end-users purchase new hardware or software from a reseller, the sales representative who sold it to them simply moves on to the next client. That’s where a Customer Success Manager comes in.
Customer Success Manager ensures that a client does not just buy a 3Shape product, but has a positive experience with it, too after the initial purchase has taken place. He/she will be the customers guide through the world of TRIOS. To accomplish this, he/she builds relationships with end-users, customize the experience and provide training resources. All while following a very structured onboarding path to ensure excellent customer experiences and high promoter scores.
Your key responsibilities will be:
Train remotely new TRIOS customers from Germany and build trusted customer relationships to provide first-class TRIOS onboarding experience.
- Provide prompt follow up and attention to customer inquiries.Communicate with customers via email, text, live-chat, phone calls or any other communication method as outlined by management.
- Animate scanning hands-on training sessions remotely with the customer, together with a follow up training session two weeks later.
- Interact with other departments and local academies and escalate customers feedback further.
Tracking, Reporting and administrative tasks
- Enter client information into CRM or project management software.
- Plan the entire onboarding of your customers and assist them from the delivery date of their TRIOS scanner until they are confident TRIOS users and scanning is a habit.
- Verify product installation to ensure that there are no issues.
- Monitor user’s progress through onboarding journey and follow up.
To succeed in your role, you should possess the following competencies:
- Native or C1 level in English (mother tongue would be a plus), and advanced verbal and writing skills in Russian and Ukrainian. Another language would be a plus eg. German)
- Customer oriented approach, huge curiosity in people and willingness to help.
- Interest in dental world and strong ability to learn fast.
- Competent to learn a software.
- Strong Communicator—must be able to provide clear, concise training and advise to the customer. Able to guide dentists through the world of TRIOS with varied digital apprehensions.
- Global Mindset-Must be able to understand and effectively work across cultural boundaries.
- Problem solving and logical thinking skills—through focused listening and observation, can identify key issues and limiting factors.
- Ability to Multitask—can effectively function in a fast-paced / stressful environment with multiple agendas and timelines.
- Interpersonal Skills—viewed as engaging, approachable, eager to understand and listen.
Required Education and Experience:
- High school diploma or equivalent
Preferred Education and Experience:
- Previous experience in a customer support role.
- Previous experience as a dental assistant / dental lab and/or demonstrated use of TRIOS and/or other IOS would be a plus.
What do 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
- 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/3Shape…
https://www.youtube.com/user/3Shape…
Apply now
To help us track our recruitment effort, please indicate your cover/motivation letter where (vacanciesinukraine.com) you saw this job posting.