customer success manager

customer success manager Gillingham, England

Henry Schein
Full Time Gillingham, England 10.56 - 12.04 GBP Today
Job description

Job Description
CS Manager, CORE team
REMOTE/HYBRID, UK TEAM PERMANENT
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 HS One, 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.
As a manager, you will work within the Customer Success Department, and be responsible for your own CORE (EXact) team of Customer Success Consultants. Reporting to and working closely with the Head of Customer Success – Core, you will play a key role in executing our business and departmental strategies. This role requires the ability to lead and inspire your team to achieve set targets (sales/revenue, customer outcomes, NPS, gross retention and net retention) whilst developing and guiding others within the wider customer success team.
How you’ll make an impact
  • Creating access to dentistry and better healthcare outcomes by driving best practices, business insights and product adoption to our customers.
  • Developing your team and creating an environment where they can do their best work and progress their career along their chosen route.
Core Skills
  • Offer thought leadership – internal & external.
  • Coach & mentor team. Heavy people development is required.
  • Have a commercial mindset.
  • Understand and interpret data; extrapolate insights.
  • Shape strategy and direction for the team towards achieving key KPIs.
  • Influence upwards & across the business.
  • Building strong relationships across the company and within OneSchein.
  • Know the market.
  • Challenge assumptions & be curious.
  • Input & influence product strategy.
  • Be the face of the business at PGWs/Seminars/Webinars. Confident in presenting and shaping content.
  • Bring discipline. Recruit and replace as necessary.
  • Hit & surpass a variety of performance & revenue growth KPIs.
  • Lead by example
  • Be undaunted by setbacks.
What you'll do
Help create and strategically evolve our best practice approach to customer success; ensuring this is implemented across teams. Take responsibility for the results of the wider Customer Success team, and beyond your team across the wider CS department. Coach your team to ensure we maximise every interaction with every customer. Use technology to scale customer success to all customers. Promote Customer Success across the business and within the wider One Schein group. Ensure we deliver results to our customers in a consistent way. Motivate and inspire your team to reach and exceed all set targets / KPIs. Ensure continuous development of your team. Identify and recommend appropriate training for team members. Keep the Head of Customer Success – Core informed of performance vs targets; and in good time on any issues that may impact performance vs the KPIs. Manage workload and resources so that departmental cover is maintained. Action and resolve verbal and written customer issues. Identify staff performance issues and discuss and agree on action plans. Carry out work willingly and to the highest standard, be receptive to / bring forward new ideas and promote an enthusiastic atmosphere while leading by example. Work closely with the Head of CS Core to review and identify areas within the team that require improvement or development. Always be an enthusiastic team player. Participate in special projects and perform other duties as required. Ensure all requested reports are accurate and sent in a timely manner. Manage the day-to-day running of a team, including weekly 1-2-1’s, reviews and performance management where required.
What you’ll bring with you
  • To be able to lead, motivate and inspire a team to deliver best practices and engage customers consistently, thus ensuring all targets are met/exceeded.
  • Uncover needs and be able to challenge customer assumptions in a constructive and business-like fashion. Can coach and mentor on this.
  • Work alongside the Head of CS - Core, and other managers & Team leaders to create a cohesive, innovative environment for your team and each other.
  • Motivate, lead and coach a team of individuals to ensure success.
  • Excellent eye for detail – the ability to work with complex data always ensuring accuracy. Ability to use data to inform decisions and drive action to improve.
  • Patience is essential.
  • Excellent communication skills - written and verbal.
  • History of idea generation, innovation & creative problem-solving.
  • Rapport & relationship building focused on achieving results.
  • Multi-task and deliver projects on time.
  • Make quick decisions in response to changing conditions.
  • Offers a unique perspective.
  • Excellent negotiating skills.
  • Shows initiative.
  • Influences & educates others.
  • Resilient
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 the you start with us, you’ll feel welcome and supported to do the best work
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.

customer success manager
Henry Schein

www.henryschein.com
Melville, United States
Stanley M. Bergman
$5 to $10 billion (USD)
10000+ Employees
Company - Public
Wholesale
1932
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