Customer Success Manager, DSO

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The Customer Success Manager (CSM) plays a key role in working with Dental Service Organizations and with 3

Shape Reseller Partners in the UK. The focus will include all types of Strategic Accounts including but not limited to DSO’s, Educational Institutions, Government/Military and others. The relationship with these Strategic Accounts begins from the first meeting of interest, continues through any Proof of Concept, and culminates when the implementation phase is completed. The relationship then continues throughout the customer journey.

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 3

Shape Dental Solutions (hardware and software) as well as stellar alignment with local and global 3

Shape stakeholders.

• Identify and understand the Strategic Accounts (DSOs) and Reseller Organizations
• Identify current clinical workflows and success priorities related to business opportunities
• Understand needs related to workflow integrations, training, and development tasks that are identified as critical for successful implementation
• Understand the reseller’s agenda and priorities and ensuring it coincides with that of 3
  
  Shape
• 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
• Determine required resources and timing
• Set success criteria and metrics
• Determine key activities that then inform required roles and responsibilities
• Coordinate and manage stakeholders—3
  
  Shape 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, elevate issues as needed, and manage risks
• Conduct weekly follow up meetings with the organization and partner reseller using widely available resources such as DSO Dashboard
• Support 3
  
  Shape’s DSO market presence
• Support Key Account Manager in the building of relationships with Strategic Account organizations
• Articulate 3
  
  Shape’s Key Account Strategy to internal and external stakeholders
• Provide feedback and observations gained from end users, 3
  
  Shape, Strategic Account employees as to the effectiveness and relevancy of US marketing and communications

This is a remote position, with the individual working from their home office. Some time will be spent in Reading to engage with 3

Shape colleagues, and travel may be required elsewhere. Participation in certain weekend and evening reseller/partner sales events, trade shows, exhibits, conventions, and customer or KOL meetings may also be required.

• At least 2 years working in the dental industry for a dealer or manufacturer
• Demonstrated understanding of dental clinical workflows
• A minimum of 2 years having demonstrated strong project management specifically in large, complex initiatives
• Demonstrated of strong organizational and follow through skills
• Experience working in a team environment with multiple stakeholders and decision‑makers at all levels in the organization
• Effective and structured written and verbal communication skills; strong presentation skills
• Experience with a consultative, relationship‑oriented organization

• Experience with intraoral digital impression and/or lab scanners and software
• IT knowledge and experience
• Experience working with partners or resellers
• Extensive experience in or with global organizations