Location
Gillingham, Kent | United Kingdom
Job description
Henry Schein One provides a multitude of services in the dental sector. With Henry Schein one we work with two dental practice management systems; EXACT (Software of Excellence) which is server based and Dentally which provides cloud based online dental practice management software that helps thousands of dental practices and professionals.
At HSOne, our purpose is to make life better for dentists, practice managers, and patients around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they strive to improve how millions of patients interact with their dental practice.
Customer Success Manager
Reporting to: Manager of Customer Success
Join Us: Unleash the Future of CS – Where Human Touch Meets Digital Innovation!
Your Impact: As a Customer Success Manager, you're the driving force behind our revolutionary solutions, ensuring verifiable outcomes and world-class customer experiences. Your consultative expertise and tech-savvy approach guarantee customers not only use but thrive on our core products and groundbreaking communication tools.
Why Us: Step into a role where your mastery of a balanced human and tech approach defines not just your success but the success of our customers. Join our dynamic team and be the driving force that shapes tomorrow, seamlessly integrating human touch with digital innovation!
Your Mission:
- Onboarding & Account Management: Seamlessly transition and own customer objectives ensuring impactful outcomes.
- Account Management: Deep dive into customer outcomes, taking full ownership of driving product adoption of our solutions, resulting in tangible results.
- Customer Engagement: Build unbreakable relationships, offer insights, and personally showcase solutions' impact at events, spotlighting tangible customer success stories. You will mainly communicate with your customers via phone or zoom and determine their engagement levels.
- Issue Resolution: Own customer concerns, collaborating cross-functionally for swift, effective solutions that ensure positive outcomes.
- Data Management: Take charge of personalised engagements utilising automated tools, ensuring proactive, data-driven interactions that drive measurable value and efficiency with a focus on continuously enhancing the customer journey.
- Customer Advocacy: Personally leverage advocates for new opportunities, actively seek endorsements, and craft compelling case studies highlighting the transformative customer journey.
- Internal Collaboration: You’ll collaborate with diverse internal teams, engaging with colleagues across the broader HS One portfolio.
- Daily tasks: Relationship building, issue resolution, managing churn, leveraging technology with a key focus on delivering tangible business outcomes.
Your Traits:
- Personal Capability: Demonstrate exceptional consultative skills, analyse challenges, and proactively take initiative.
- Interpersonal Skills: Command effective communication, remain approachable, and foster collaboration.
- Manage Change: Lead through innovation, be quick to recognise and champion necessary changes, understanding the pivotal role customers play in our success.
- Focus on Results: Hold yourself accountable, meet deadlines, and relentlessly pursue growth, tying efforts to tangible customer outcomes.
- Character: Embrace a growth mindset, provide constructive contributions, remain approachable and foster collaboration.
- Continuous Improvement: Drive efficiency through a dynamic mix of human insights and tech-enabled strategies, consistently analysing performance to enhance the customer journey
- Reflect & Share: Regularly reflect on performance, identify what worked and share insights with the team for collaborative growth.
Your Background
- A minimum of 3 years in a comparable role
- Proven success in expanding and nurturing a portfolio of business
- Proven capability to identify and address customer concerns
- Consistent track record in developing customer advocates, securing endorsements, and collecting positive feedback
- Experience in overseeing customer accounts, guaranteeing their success and contentment
- Demonstrated ability to leverage data-driven insights for decision-making and achieving tangible outcomes
- Familiarity with Gainsight and/or similar customer success platforms is preferred
Embark on a rewarding journey with us, where your expertise will drive customer success and contribute to the vibrant growth of our dynamic team.
Why Henry Schein One?
At Henry Schein One we support many types of flexible working arrangements that allow you to balance your work, your life, and your passions. We offer a great remuneration package with benefits that support a range of lifestyle choices and requirements. Henry Schein One encourages continuous improvement and career development.
Our collaborative and inclusive culture is one we’re immensely proud of. We know that a
diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent, and innovate successfully. So, from your start with us, you’ll feel welcome and supported to do the best work of your life.
Note: This job description is not exhaustive and may be subject to revisions or amendments based on business needs and role development.
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