Manager - Customer Onboarding & Implementation

As the Manager, Implementation you are accountable for delivering an effortless onboarding experience for all new UK customers by leading a team of Onboarding Success Managers. This is a pivotal role which manages the team delivering immediate value for our customers as they adopt our practice management products. By leading, mentoring and developing your team of professionals you will foster a customer experience first culture, whilst delivering against key operational outcomes.What you'll do Build a high-performing team:

• Coach team members in best practices, fostering continuous development and always lead by example
• Motivate and inspire your team to reach and exceed all set onboarding targets and KPIs
• Maintain a trusting, collaborative environment, enabling the team to thrive
• Lead the recruitment efforts for your team, identifying and hiring top talent
• Promote an inclusive and diverse culture, in line with the Henry Schein One values
Drive the direction of customer onboarding:
• Actively champion onboarding across the business, locally and internationally by keeping us focused on building great experiences vs. internal efficiencies
• Develop and deliver onboarding improvements, ensuring alignment with product teams and other regions
• Distil key customer themes and feedback to identify areas for improvement and growth, meeting with product and senior leaders to share insights
• Proactively collaborate and work with teams across the business to deliver the best outcome for customers
Be data driven and a thought leader:
• Partner with the system teams to refine pipelines and management tools to deliver meaningful internal performance metrics and customer feedback reporting to inform change (including CES, CSAT)
• Stay informed of industry trends and onboarding best practices to continuously enhance the experience and the performance of your team
• Maintain a first-hand / deep understanding of the customer experience by regularly seeking feedback from onboarded customers and shadowing your team
  
  7+ years' experience in team management and customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Demonstrated success in growing high performing teams and a culture of continuous improvement
• Superior communication and interpersonal skills, with the ability to build strong relationships internally and externally.
• Ability to manage multiple competing priorities and projects simultaneously, maintaining high standards of quality and attention to detail
• 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 platforms.
• 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.
  
  Founded in 2018, Henry Schein One is the world's leading dental practice management software company and our mission is to improve the health of dental patients through technology and innovation. Whilst we're part of the $10 billion Henry Schein Group, it's important to note that we're a modern product-focused SaaS company, not a large corporate.
Powered by a talented team of over 2,000 people across the UK, Europe, Australia, New Zealand, Canada and the USA, we are shaping the future of how millions of patients interact with their dental practice and we're proud to make a positive impact on society. We provide an opportunity to join one of the UK's best employers as recognised in the Sunday Times Best Places to Work 2023 and 2024 initiatives. 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 Good oral health helps reduce risks around conditions such as heart disease, diabetes, and even dementia and our world-renowned products EXACT and Dentally support dentists to provide high-quality dental care through technology. We are developing cloud-based practice management software that makes it easier for dental professionals to manage their practices, artificial intelligence-powered tools that help dentists diagnose and treat dental conditions more accurately, teledentistry solutions that make it possible for dentists to provide care to patients in remote areas, and virtual reality and augmented reality tools that help dentists train and educate their patients more effectively., 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. 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