Customer Success Manager (Italian)

About the role

This newly defined role is a key element in the customer journey.  

The Customer Success Manager (CSM) ensures that a client does not just buy a 3Shape product, but has an exceptional experience with it, too, after the initial purchase has taken place. He/she will guide the user through the remote 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 CSM will be part of a team located in the 3Shape office in Kyiv.

Your key responsibilities will be:

Build trusted customer relationships and 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.
• Plan the entire onboarding of your customers and assist them during their entire onboarding journey from the delivery date of their TRIOS until they are confident TRIOS users and scanning is a habit.
• Verify product installation to ensure that there are no issues.
• Deliver complete scanning hands-on training with the customer, together with a follow up training guidance.
• Monitor and follow up on the users onboarding journey.
• Interact with other departments and local academies and escalate customers feedback further.

Tracking, Reporting and administrative tasks

• Setting up the customer’s account
• Entering client information into CRM or project management software.
• Monitoring user’s progress through the onboarding journey and follow up.

To succeed in your role, you should possess the following competencies:

• Advanced verbal and writing skills in Italian, English and Ukrainian.
• Customer obsession, high curiosity in people and willingness to help.
• Interest in dental world and strong ability to learn fast.
• Competent to learn new software.
• Strong Communicator—must be able to provide clear, concise training and advice 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:

• Bachelor’s degree or equivalent

Preferred Education and Experience:

1. Previous experience in a customer support role.
2. Previous experience as a dental assistant / dental lab and/or demonstrated use of TRIOS and/or other IOS would be a plus.

What 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 Отправить резюме .