[Hiring] Manager, Customer Success @Henry Schein

Role Description

This position is responsible for managing directly or through delegation: employees, activities, and daily operations of the Customer Success team to ensure the customer’s successful adoption of Henry Schein One software, while implementing and promoting customer success best practices. This role will work toward the achievement of individual, team, department, and corporate goals.

• Continually drive improvement projects, measured through customer retention, NPS, and product adoption
• Developing, implementing, and maintaining procedures and processes for the implementation team
• Supervision of associate managers and customer success team
• Actively seeks to improve the customer experience, ensuring the highest level of quality of service by participating in the escalation and quality control processes
• Coach and train associate managers and customer success managers in department process, career pathing, coaching/mentoring, and leadership skills needed to perform effectively in their roles
• Plan for trends affecting the department (ie, training, product changes, releases, sales volume, performance issues, customer behaviors, etc.) and actively plan and implement mitigation plans to provide quality and consistent service to all customers
• Monitor key statistical reports and coach team where necessary to ensure timely and quality service is offered to all customers
• Actively involved in monitoring department budget, driving to ensure that budgeted expenses are not exceeded
• Consistently communicate with team and management of department goals, progress and any related concerns through reporting, action plans, career pathing, etc. to ensure individual, department, and company goals are met

Qualifications

• Considerable experience working with a customer success platform defining: call-to-actions, playbooks, integrating customer product utilization data, and developing reporting preferred
• 10+ years of Customer Success or account management experience preferred
• 7+ years of in-office dental practice experience preferred
• Previously managed a large customer base 100+ accounts preferred
• Previous management experience preferred
• Achieved or exceeded rendition goals

Requirements

• Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performance
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Excellent presentation and public speaking skills
• Excellent independent decision making, analysis and problem solving skills
• Understand and act on financial information that contributes to business profitability
• Ability to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibility
• Lead team(s) to achieve company goals in creative and effective ways
• Excellent planning and organizational skills and techniques
• Communicate effectively with senior management
• Good negotiating skills and ability to effectively manage outsourced relationships
• Ability to influence, build relationships, understand organizational complexities and manage conflict
• Broad professional and managerial skills with a good understanding of industry practices and company policies and procedures
• Ability to lead virtual teams

Benefits

• A great place to work with fantastic people
• A career in the healthcare technology industry, with the ability to grow and realize your full potential
• Competitive compensation
• Excellent benefits package including:
  • Medical, Dental and Vision Coverage
  • 401K Plan with Company Match
  • Paid Time Off (PTO)
  • Sick Leave (if applicable)
  • Paid Parental Leave
  • Short Term Disability
  • Work Life Assistance Program
  • Health Savings and Flexible Spending Accounts
  • Education Benefits
  • Worldwide Scholarship Program
  • Volunteer Opportunities
  • And more