Technical Account Manager, Labs

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Establish and nurture robust, long-lasting relationships with clients by serving as the primary technical liaison for enterprise accounts.

• Execute pre-upgrade assessments (hardware specifications, server/client configurations, scanner compatibility) and manage large-scale upgrades (e.g., Lab Organizations, Dental System, Cloud Dongle adoption).

• Deliver standardized infrastructure blueprints (small, medium, enterprise labs) to assist customers and their IT teams in efficiently running 3Shape software.

• Keep an updated integration tracker for each enterprise client, detailing LMS/ERP connections, cross-lab workflows, and new lab onboarding; collaborate with customer IT teams and 3Shape support/product teams.

• Anticipate potential technical challenges before they affect customers and serve as an escalation point for internal teams to ensure timely resolutions.

• Provide technical support and troubleshooting: Comprehend client business objectives and technical environments, guiding them through product upgrades, feature adoption, and new workflow implementations to enhance product utilization and maximize return on investment. Address and resolve intricate product-related issues through extensive technical knowledge of 3Shape's Lab products and integrated workflows, as well as common network and installation challenges, while offering technical recommendations for configurations, system integrations, and best practices.

• Drive value creation and retention: Assist with LabCare renewals, additional seat/scanner expansions, and the adoption of new workflows by ensuring infrastructure stability and scalability.

• Engage in quarterly business reviews (QBRs) with enterprise accounts, converting technical initiatives into business outcomes (uptime, throughput, ROI).

• Act as a product advocate: Represent the customer's voice internally, conveying enterprise product feedback and collaborating on product enhancement initiatives based on real-world client scenarios.

• Collaborate closely with Sales, Product, Support, and Academy teams to guarantee a seamless experience for enterprise customers.

• Be prepared and willing to travel 30-50% of the time (mostly within North America, with occasional trips to our corporate offices in Denmark) to meet with clients, attend trade/industry events, internal meetings/training sessions, and conferences.

⛳️ Requirements

• A bachelor's degree in a technical discipline such as Computer Science, Engineering, or IT is generally required.

• Prior experience in enterprise technical account management, customer success, or technical project management is crucial.

• Profound, hands-on knowledge of 3Shape’s Lab products, services, and integrated workflows.

• Strong understanding of IT architecture, including server/client networking, databases, and cloud migrations; familiarity with ERP/LIS systems or intricate IT integrations is a significant advantage.

• Experience with CRM systems and project management tools.

• Exceptional verbal, written, and presentation skills to convey complex technical projects into business outcomes for executive stakeholders.

• Strong analytical and critical thinking abilities to foresee issues and provide scalable, customer-aligned solutions.

• Customer-centric approach: An empathetic, proactive, and relationship-focused mindset dedicated to enterprise customer success.

• Capability to manage multiple enterprise projects and accounts simultaneously, prioritize effectively, and monitor metrics.

• Understanding of subscription/renewal-based business models (SaaS or enterprise software) and the role of technical adoption in driving recurring revenue.

• Experience collaborating in a team environment with multiple stakeholders and decision-makers.

🏝️ Benefits

• Comprehensive medical, vision, and dental benefits.

• 401k plan.

• A unique opportunity to work within a global, innovative MedTech company.

• A collaborative and international work environment.

• The chance to contribute to strategic partnerships that can revolutionize digital dentistry practices.