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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

Core Skills

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

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.