Technical Account Manager, Labs

3Shape•Berkeley Heights, NJ

2h•Remote

About The Position

At 3Shape Design Services, we’re transforming digital dentistry. Our lab business develops world-class software and hardware solutions that empower dental laboratories to deliver products with precision, efficiency, and outstanding results. We are seeking a highly skilled and customer-focused Technical Account Manager (TAM) to join our growing lab team in North America. As a TAM, you will serve as the primary technical contact for our enterprise lab clients, ensuring they derive maximum value from our products and services. This role is a not traditional support role; instead, TAMs will work proactively to stabilize and scale our customers’ IT environments, de-risk churn, support recurring revenue growth, and strengthen 3Shape’s position as a trusted partner in digital dentistry. TAMs play a proactive role in managing technical relationships, solving complex issues, guiding software integration, and advocating for our clients internally. You will work closely with internal teams across 3Shape including Product, Sales, and Support, to deliver an outstanding customer experience.

Requirements

A bachelor's degree in a technical field like Computer Science, Engineering, or IT is typically required.
Prior experience in enterprise technical account management, customer success, or technical project management is essential.
Deep, hands-on understanding of 3Shape’s Lab products, services, and integrated workflows.
Strong knowledge of IT architecture including server/client networking, databases, and cloud migrations.
Experience with CRM systems and project management software.
Excellent verbal, written, and presentation skills to translate complex technical projects into business outcomes for executive audiences.
Strong analytical and critical thinking skills to anticipate issues and provide scalable, customer-aligned solutions.
Customer-centricity: Empathetic, proactive, and relationship-focused mindset committed to enterprise customer success.
Ability to manage multiple enterprise projects and accounts simultaneously, prioritize effectively, and track metrics.
Understanding of subscription/renewal-based business models (SaaS or enterprise software) and how technical adoption drives recurring revenue.
Experience working in a team environment with multiple stakeholders and decision-makers

Nice To Haves

Familiarity with ERP/LIS systems or complex IT integrations is a strong plus.

Responsibilities

Build and maintain strong, long-lasting client relationships by acting as the main technical contact for enterprise accounts.
Conduct pre-upgrade reviews (hardware specifications, server/client setups, scanner compatibility) and coordinate enterprise-scale upgrades (e.g., Lab Organizations, Dental System, Cloud Dongle adoption).
Provide standardized infrastructure blueprints (small, medium, enterprise labs) to help customers and their IT providers run 3Shape software efficiently.
Maintain a living integration tracker for each enterprise customer covering LMS/ERP connections, cross-lab workflows, and new lab onboarding. Coordinate with customer IT teams and 3Shape support / product teams.
Identify potential technical challenges before they impact customers, and act as an escalation point with internal teams for timely resolution.
Technical support & troubleshooting: Understand client business objectives and technical environments and guide clients through product upgrades, feature adoption, and new workflow implementations to optimize product usage and increase return on investment. Troubleshoot and resolve complex product-related issues based on in-depth technical knowledge of 3Shape’s Lab products and integrated workflow, and common network and installation challenges, and offer technical recommendations for configurations, system integrations, and best practices.
Value creation & retention: Support LabCare renewals, additional seat/scanner expansions, and adoption of new workflows by ensuring infrastructure stability and scalability.
Participate in quarterly business reviews (QBRs) with enterprise accounts, translating technical initiatives into business outcomes (uptime, throughput, ROI).
Product advocacy: Serve as the voice of the customer internally, relaying enterprise product feedback and collaborating on product improvement initiatives based on real-world client use cases.
Collaborate closely with Sales, Product, Support, and Academy to ensure seamless enterprise customer experience.
Ability and willingness to travel 30-50% of the time (predominantly within North America, but potentially to our corporate offices in Denmark on occasion) to meet with customers, attend trade/industry events, internal meetings/trainings and conferences.