US Manager Customer Success

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't beGlobal Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

JOB OVERVIEW:

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.

KEY RESPONSIBILITIES:

• 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

SPECIFIC KNOWLEDGE & SKILLS:

• 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

GENERAL SKILLS & COMPETENCIES:

• 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

MINIMUM WORK EXPERIENCE:

Typically 10 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 1 or more years of management experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Theposted range for this position is $115,000 - $140,000which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

• 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!Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

*Benefits may vary by location or status.

Henry Schein Oneis an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.