Customer Onboarding Manager

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.,

• 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.
  
  Extravert - You naturally lead conversations and build customer relationships with ease
Influence - You're confident and able to steer customers toward the right outcome Ownership - You don't want for things to happen but instinctively take the initiative Innovator - You explore new concepts and drive continuous improvement Pace - You prefer working at pace with the flexibility to solve concurrent problems,
• 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, Salesforce, Monday.com or similar CRM 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.
• Certifications in PMP, PRINCE2, or other project management certification is a plus, but not a requirement.
  
  We're Henry Schein One. An international tech company with a mission to build SaaS products that make people smile. We're innovators, relentless in our pursuit for customer success and constantly pushing the boundaries of the possible.
Our journey is rooted in innovation and propelled by growth. From launching one of the world's first dental practice software platforms, to being acquired by the Henry Schein Group (NASDAQ), and recently acquiring the cloud start-up Dentally in 2020. Today we're the global dominator in our space, blending the financial resource of our 2,000-person strong group company with the pace, innovation and scale-up culture that is Henry Schein One UK. Our talent-dense UK team of 250 serves customers across the UK, APAC and Canada and we're growing. Culture matters deeply to us. We've been recognised as Sunday Times Best Places To Work employer for both 2023 and 2024 and we're super proud of who we are. As an inclusive and forward-thinking company, we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.What we do We solve real-world problems that affect millions of people around the world, every day. Our vision is to ensure everyone has access to a dentist, and every dentist and their practice has access to the right software to provide great dental care. From AI tools that provide early diagnosis and treatment of tooth decay and potentially life threatening conditions such as mouth cancer, virtual and augmented reality tools that help dentists train and educate their patients, to cloud-based software that makes it easier for dental professionals to manage their practices and patients, and tele-dentistry solutions that now make it possible to provide dental care to people in remote areas. Day by day we are shaping the future of the dental industry and proud to have a positive impact on society.