About us
3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively. Our products are market leading innovative solutions that make a real difference in the lives of both patients and dental professionals around the world.
3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, North Macedonia and with a production site in Poland.
We are a global company with presence in Europe, Asia and the Americas. Founded in a year 2000, today, we provide services to customers in over 130 countries. Our growing talent pool of over 2200 employees spans 50 nationalities.
3Shape as an employer is committed to Ukraine. Our UA office was founded in 2006, and we are continuing to grow, hire and take care of our employees even during the war in Ukraine. Among other actions, we support our contractors who are called to the military service, as well as care about our colleagues’ mental health by implementing different activities.
About the role:
At 3Shape, we are pioneers in digital dentistry, dedicated to transforming the dental industry with innovative solutions that improve patient care and streamline dental workflows. Our cutting-edge technology empowers dental professionals to provide superior care and enhance patient outcomes. We are committed to making a positive impact on the lives of our customers and their patients. We are seeking a dynamic and experienced to join our team in Kyiv, Ukraine to cover the European market. As a Customer Success/ Customer Lifecycle Management Consultant, you will play a key role in driving customer satisfaction, adoption, retention, and long-term value after the first year of a customer’s journey with 3Shape.
This role focuses on proactive, scalable customer engagement, using customer data and insights to promote best-practice usage of 3Shape solutions, guide customers through software updates and self-service resources, and identify expansion and upgrade opportunities. You will work cross-functionally with Sales, Support, Marketing, Product Insights, and Customer Success to ensure customers achieve measurable value throughout their lifecycle with 3Shape.
Areas of Responsibility
Monitor customer behaviour and usage data and engage accordingly to ensure long-term value, growth, and satisfaction
Proactively engage with customers to deliver a positive customer experience
Understand customer needs and drive adoption of 3Shape solutions and software upgrades
Be acquainted with clinical workflows of dental clinics and labs and tailor customer engagements accordingly
Share and escalate customer insights internally with relevant stakeholders
Maintain accurate customer records and interaction history in Microsoft Dynamics 365
Educate customers on the benefits of their 3Shape solutions and available learning resources
Actively promote training to support successful implementation and ongoing usage
Identify expansion opportunities and sales leads, and collaborate with Sales teams
Success criteria
Increased usage and adoption of 3Shape solutions
Improved customer retention and reduced churn
Higher customer satisfaction scores
Increased number of successful software upgrades
Contribute to identified expansion and upgrade opportunities in our existing install base
Required competencies
2+ years of relevant experience in customer success, customer support, lifecycle management, or a similar role
Strong customer-oriented mindset
Ability to understand where customers are in the lifecycle (adoption, retention, satisfaction)
Strong analytical skills with the ability to translate data into actionable engagement
Ability to support customers in usage and updates of software solutions
Good understanding of sales processes
Strong problem-solving skills
Experience in the dental or medical technology industry is an advantage
Comfortable representing 3Shape towards customers
Proficiency in CRM systems
