Team Lead Customer Success Managers

About the role

This newly defined role is a key element in the customer journey. The Customer Success Managers ensure that a user does not just buy a 3Shape product, but has an exceptional experience with it, too. He/she will guide the user through the onboarding program to discover the world of TRIOS. To accomplish this, he/she builds relationships with users, customize the experience, and provide training by following a structured remote onboarding program to ensure excellent customer experiences and high product usage. 

The Team Lead role is the ideal opportunity for the candidate obsessed by customers to manage the customer journey during the first 100 days after the purchase has taken place. The Team Lead will manage a team of up to 11 Customer Success Managers (CSM) to deliver superior customer experience by delivering successful TRIOS onboarding.

The Team Lead position will be located in Kyiv with his/her CSM team and will report directly to the Global Academy Team in Copenhagen, Denmark.

Your key responsibilities will be:

1-Team Management

• Responsible for driving the CSM’s agenda and activities, ensuring optimal capacity and utilization.
• Hold 1:1 meetings with each Customer Success Manager to assist them with technical questions and report customers satisfaction or issues, content suggestions, etc.….
• Lead weekly team meetings with CSM to discuss daily operations with the existing TRIOS customers base and dispatch the new TRIOS customers to be onboarded.
• Create a strong sense of customer obsession, motivation and engagement.

2-Build trusted customer relationships and provide first-class post-sales experience

• Ensure the customers are assisted by the CSM’s during their entire onboarding journey from the delivery date of their TRIOS until they are confident TRIOS users and scanning is a habit.
• Ensure that every customer is efficiently onboarded and gets an answer to all their doubts.
• Coach Customer Success Manager on quality, customer service abilities and process
• Monitor interactions with local Academies in the countries, to find solutions to un-answered questions and implementation of improvements based on customer feedback. 

3-Tracking, Reporting and Quality control

• Assist routine audits to ensure protocols are followed and specifically CRM guide and all procedures are strictly followed by all CSMs.
• Continuously develop/improve the concept and materials of TRIOS onboarding process.
• Track and report follow-up usage of deployed products
• Help identify and track relevant metrics related to quality control, customer satisfaction, and overall experience. 

4- Hiring and onboarding new Customer Success Managers

• Participate in interviewing prospective CSM candidates and assessing the necessary skills that best align with our goals and the cultural specificities of Europe South.
• Set primary learning objectives for new CSM hired.
• Participate as a mentor/buddy of the onboarding of each of the new CSM hired, together with the local trainers from the countries and Global trainers.

Required Education and Experience:

• Bachelor degree or equivalent
• Dental Assistant or a foreign trained dentist
• Demonstrated use of CAD/CAM as related to medical device products (Intra Oral scanners)
• At least 3+ years working in a dental practice or industry
• Able to speak, read and write fluent English and German. Native or advanced verbal skills in Ukrainian.
• Comfortable with technology and remote work

Preferred Education and Experience:

1. Previous experience as a clinical trainer or in a customer support role
2. Previous experience in a management role
3. Demonstrated use of TRIOS and/or other 3Shape software

To succeed in this position, you should possess the following competencies:

1. Customer Obsession—must be able to understand and translate customer needs into outstanding service and training.
2. Clinical Acumen—the individual must be able to understand the fundamentals of clinical dentistry
3. People manager: a person who is willing to dedicate time to make your team grow and succeed in their goals and personal development
4. Strong Communicator—must be able to provide clear, concise, professional feedback both written and verbal to a variety of audiences.  Able to communicate complex topics to individuals with varied backgrounds and experience.
5. Global Mindset-Must be able to understand and effectively work across cultural boundaries.
6. Relationship Oriented—able to establish effective, strong partnerships with all levels and all roles, both inside and outside the company
7. Ethical Conduct—takes accountability for decisions, makes decisions that clearly adhere to an ethical standard
8. Troubleshooting—through focused listening and observation, is able to identify key issues and limiting factors
9. Ability to Multitask—can effectively function in a fast-paced environment with multiple agendas and timelines

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!