Senior Customer Success Manager

Primary Responsibility: The Customer Success Manager (CSM) plays a key role in working with Dental Service Organizations and with 3Shape Reseller Partners in Italy.

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.

Reports to: Key Account Manager DSO

Understand needs related to workflow integrations, training, and development tasks that are identified as critical for successful implementation

• 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
• 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, escalates issues as needed, and manage risks
• Support 3Shape's DSO market presence
• Support the Key Account Manager DSO in building 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

This is a hybrid position with the individual working from their home office. Sometime will be spent in Reading to engage with 3Shape colleagues, and travel may be required along the Italian Territory. Participation in certain weekend and evening reseller/partner sales events, trade shows, exhibits, conventions, and customer or KOL meetings may also be required.

A minimum of 2 years having demonstrated strong project management specifically in large, complex initiatives

Effective and structured written and verbal communication skills; Experience with intraoral digital impression and/or lab scanners and software

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

Pleasant, and easy to work with.

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.

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.

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