(Senior) Customer Experience & Education Program Manager

About the job

Are you passionate about creating unforgettable customer experiences? Do you thrive in combining creativity with structure, and love turning ideas into engaging education and learning experiences? If so, we want you to join our Customer Experience & Engagement Team!

Customer Experience & Engagement in 3Shape has the strategic responsibility to deliver customer education, training, clinical advisory, support and customer success, and we are looking for a (Senior) Customer Experience & Education Program Manager to join our Global Academy and Clinical Advisory team, to take on the responsibility for education of our customers.

Your Mission:

As the (Senior) Customer Experience & Education Program Manager, you will be leading our efforts to deliver education for our customers, by designing the education journey, as well as detailing and delivering impactful training programs that build competencies and confidence for digital dentistry professionals globally.

What You’ll Be Doing:

• Designing the Education Journey: building on the customer journey for customers, and the relevant education touch points within that, you will design the education journey and offerings for our different segments of customers, in close collaboration with global and regional colleagues

• Detailing the training programs: detail and deliver training programs for our customers to cover onboarding, upskilling and growth, together with the content developers in the Learning and Content team

• Prioritizing and delivering training events: manage the request inbox for training events and strategically prioritize. Coordinate and deliver, together with global, regional and local trainers the relevant training events

• Elevating and Scaling Lab Education: engage and collaborate closely with relevant lab HCPs through our HCP engagement program to scale our outreach on lab education

• Training and Educating: driven by a customer-centric mindset you will be hands-on with training and education for both internals and customers - to set the bar, bring new ideas to execution and get first-hand experience with our customers

• Internal upskilling: liaise with the program manager for our internal education, and ensure the program is up-to-date with relevant training for colleagues working in the segment, including connecting to regional excellence teams, to ensure training delivery

• Plan, Communicate and Report: you will manage multiple workstreams effectively, with proficient ability to prioritize and keep stakeholders aligned. You will communicate effectively at all levels in the organization on the education strategy and initiatives, including reporting of efforts and impact delivery

What You’ll Bring:

• Experience within the commercial/educational field (>6y)

• Strategic Thinking: experience in detailing strategic initiatives and securing focus to deliver solid business impact. Further, you are thriving in a role where you manage your domain and drive change forward efficiently

• Project Management Experience: a structured approach as well as knowledge of program lifecycle management and governance. Being comfortable in managing multiple workstreams effectively, with proficient ability to prioritize and align efforts

• Customer Orientation: a customer-centric mindset, and a maintained commitment to customers and colleagues, providing them with a positive and supportive experience

• Collaboration: a love for collaborating in a dynamic and forward-thinking environment where customer needs and understanding drives everything we do. Comfortable navigating and securing smooth collaboration across functions and layers in the organization

• A Curious and Creative Approach: bringing new ideas to the table – and thinking outside the box to elevate and differentiate our customer education experience

• Attention to Detail and Timely Communication: being proactive and conscious in communication around your area of responsibility, and keeping detailed records and information for easy reporting on efforts and impact

• Fluency in English, and preferably 1-2 other languages

• Dental and Teaching Experience is an advantage: coming from the dental industry and having experience training customers and/or colleagues is an advantage

What We Offer:

• Private healthcare (Luxmed) with extended dental package

• Fresh fruits and healthy lunches at a symbolic cost (2 PLN)

• Company-sponsored group life insurance plan (UNUM), including a free standard coverage package

• Access to a comprehensive health and wellbeing program

• Language courses with qualified teachers

• A modern office with relax zones in Szczecin

• A vibrant, international environment with skilled and collaborative colleagues

Join us in shaping a company culture that makes Monday mornings worth it.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

In compliance with the Whistleblower Protection Act, we inform candidates that an internal whistleblowing channel is available within our organization.

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. Twenty years later, 3Shape has 2,000+ 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 LinkedIn.