3Shape Ukraine 0 — Без досвіду EN Fluent Київ
  • Нетехнічні
  • Без досвіду в IT
  • Продукт
  • Є медстрахування
  • HealthTech
  • Support / Call center
18.02.22

Про роботу

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:

  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 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!

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