Program Manager, Customer First
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What are we looking for?
3Shape is looking for a passionate and highly performing program manager to join our Customer Care team located at 3Shape HQ in Copenhagen, right next to Kongens Nytorv. You will work closely both with our commercial as well as support teams in Customer Care towards a common goal – get closer to our users to continuously improve the customer experience. This position offers a unique opportunity to be part of a successful transformation journey – Customer First - that is one of the top strategic priorities for 3Shape.
Customer First is a joint support program between 3Shape and our selling partners, which allows more comprehensive coverage of end-users’ 3Shape software/hardware solution. Historically, our support model was focused on reseller support – with CustomerFirst we have established a new way to giving customers a great support experience directly with 3Shape.
As a Program Manager your main responsibility will be to scale our Customer First Program with the purpose of strengthening the end-customer relationship and transform the way we do business with our customers. To be successful, you will work cross-functionally to continuously identify, plan, and implement process and operational improvements that get us closer to the customer and impact the after-sale experience with 3Shape. Ability to build relationships with your key stakeholders and leverage data to make strategic decision is an essential part of your role.
What will you be doing?
- Work alongside our team in Customer Care and other departments to develop and maintain a solid foundation for CustomerFirst
- Manage stakeholders across multiple departments, making sure feedback and changes are well implemented and understood
- Deliver effective plans with a clear business roadmap to help take CustomerFirst to the next level and continuously pursue improvements areas
- Focus on reaching excellence throughout the onboarding process to secure that customers have a stellar first interaction with 3Shape. Also, you will help to boost customer experience amongst existing customers, with whom we want to establish a long-lasting and trust-based relationship
- Drive the developing, implementation and monitoring of the overall Program Strategy, e.g. setting and tracking KPI’s and goals, generating insights from analytics, securing the right infrastructure to support defined ambitions etc.
- Present the CustomerFirst model both internally to either sales or country managers, as well externally to potential selling partner that wish to become part of the program
- Revise the Customer First concept as required and gate-keep all standard variations
- Update the organization regularly with an overview of how the program is progressing, ambitions and progress towards reaching common goals
Overall, we believe that you:
- Above everything, are a can do-er who is not afraid to roll-up your sleeves and be in the driver seat
- Hold a master’s degree business, economics, social sciences or similar
- Have 2-3 years of experience working with project management and problem solving from a full-time position within consulting or project management
- Can learn new systems and technologies quickly and at the same time you enjoy taking a user perspective to find solutions that are easy for our customers to use
- Have experience with collaboration and communication with management teams on developing and executing overall company strategies or transformational projects
- Are a ninja with data, i.e. identify, analyze, and generate business insights that you will present regularly in storytelling presentations to support both operational and strategic decision-making
- Are natural communicator in English both written and spoken
- Enjoy diversity and show interest for working in a multi-cultural environment with people who have various educational or work backgrounds
- Feel motivated by new learning, are curious and playful - we are not looking for crazy, but a touch of wacky goes a long way while we do serious business
Three great reasons to apply
- You will have full responsibility for CustomerFirst program and be able the to drive this amazing transformational journey where our customer experience comes first
- You will have countless opportunities to prove yourself as you help to scale up the program globally
- You will be part of a vibrant, fun, and innovative team: one where we help each other out, get results—together, and never settle for good enough because good is the enemy of great
Get in touch now!
If you think you’re up for the challenge, we’d be happy to receive your application including motivational cover letter, resume and transcripts. Please apply as soon as possible and we will interview continuously. If you have any questions, please contact Claudiu Luchian at +45 23 25 59 94.
We encourage all relevant applicants to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status. All qualified applicants will be given equal opportunity and the selection is based on job-related factors.
About us
3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Now, twenty years later, 3Shape is 1,600+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on Facebook.
Information og data
Denne ledige stilling har jobtypen "Afdelingsleder", og befinder sig i kategorien "Ledelse og personale".
Arbejdsstedet er beliggende i København
Jobbet er oprettet på vores service den 23.11.2020, men kan have været deaktiveret og genaktiveret igen.
- Afdelingsleder
- København
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