Onboarding Success Manager

Job Description

Job description

Henry Schein One provides leading online dental practice management software to thousands of dental professionals. We are shaping the future of how millions of patients interact with their dental practice. We aim to solve tough, real-world problems by continuously innovating in the product space.

At Henry Schein One UK 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.

How you’ll make an impact

As an Onboarding Success Manager you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.

This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.

For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.

What you'll do

Own the onboarding customer experience:

• Meet with customers immediately post-sale, understand their needs and how best to onboard them
• Partner with the customer to establish an agreed onboarding success plan, and make decisions that lead to the best customer outcomes
• Make sure we deliver upon our commitments and intervene where needed to keep the customer onboarding on course.

Deliver the onboarding success plan:

• Developed in partnership with customers, you will manage and hold stakeholders to account for achieving the plan, including key milestones
• Ensure all onboarding tasks are completed within the agreed-upon timeframes.
• Monitor progress and adjust as necessary to stay on track.

Keep customers engaged:

• Be the single-point-of-contact for new clients throughout the onboarding phase
• Starting with a warm handover from Sales, to leading regular review meetings with customers and internal teams as work progresses, providing updates and addressing any concerns.
• Develop and maintain strong relationships with customers to understand their needs and expectations, and gather insights to help product teams develop new onboarding tools

Help us evolve:

• Continuously evaluate and provide feedback to help improve onboarding processes and enhance efficiencies
• Mitigate issues but take the time to map out what needs change in order to not repeat the same mistakes.
• Be a critical feedback loop for our product and operational teams to identify areas for improvement.

Be the voice of our onboarding experience:

• Work closely with sales, customer success, and product teams to constantly challenge and evolve the overall customer experience
• Share customer feedback and requests for new features with the product team
• Coordinate with Customer Success and Support teams to ensure a smooth transition from adoption to use.

What you’ll bring with you

• Min 3+ years’ experience in project management, customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Demonstrated success in managing customer relationships and delivering projects on time and to plan.
• Experience with change management and driving customer adoption of new technologies.
• Strong project management skills with proficiency in tools such as Jira, Hubspot, and LMS platforms, or similar tools.
• Excellent communication and interpersonal skills, with the ability to convey complex information clearly and effectively.
• Strong organisational skills and attention to detail, with the ability to manage multiple customer onboarding projects simultaneously.
• Problem-solving mindset with the ability to think strategically and identify innovative solutions.
• Proficiency in using office software (e.g. MS Office, Slite, Slack).
• Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.

Benefits we offer

• https://careers.henryscheinone.co.uk/benefits-and-rewards
• Hybrid / Remote working
• Flexible working hours
• Worldwide career progression opportunities
• Access to co-working spaces around the world

Diversity at Henry Schein One

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too.

Our Shared Values

Consistently live and demonstrate Henry Schein One core values:

• Mutuality
• No politics
• Each person as important as the next
• Recognise creativity and encourage it
• Open communication
• Strong Ethics

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.