Onboarding Success Manager

About UsAt Henry Schein One, we are a tech company with a mission to redefine dental care, creating a future where personalised, AI-driven treatment and intelligent practice management come together to enhance patient care and build a thriving dental practice.Our culture at Henry Schein One is an inclusive and forward-thinking company, meaning we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.How We WorkCustomer success is at the heart of everything we do. We strive to ensure that each member of our team, regardless of their department or role, prioritises the success of the customer in every interaction. From our Commercial teams right through to Operations, every area of our business plays an instrumental role in shaping the value of our user’s experience.Our customer success programmes are pivotal in maintaining dynamic feedback channels with our product teams, ensuring that we are always enhancing our software to align with customer needs. By delivering top-tier service, crafting innovative solutions, and offering proactive support, we are not just meeting expectations—we are creating long-lasting partnerships that drive positive outcomes.How You’ll Make An ImpactAs an Onboarding Success Manager, you are accountable for delivering an effortless onboarding experience for new customers, ensuring a seamless transition from sale through to adoption of our practice management products.This is a pivotal role that sets-up our customers for long-term success through clear expectation management, detailed project management, effective communication, and ongoing process improvement.For us, the Onboarding Success Manager is the ‘centre of gravity’ for onboarding; they are the single point of contact who pulls in the right teams at the right time to deliver the best outcome for our customers.What You'll DoOwn the onboarding customer experience:Meet with customers immediately post-sale, understand their needs and how best to onboard themPartner with the customer to establish an agreed onboarding success plan, and make decisions that lead to the best customer outcomesMake sure we deliver upon our commitments and intervene where needed to keep the customer onboarding on course.Deliver the onboarding success plan:Developed in partnership with customers, you will manage and hold stakeholders to account for achieving the plan, including key milestonesEnsure all onboarding tasks are completed within the agreed-upon timeframes.Monitor progress and adjust as necessary to stay on track.Keep customers engaged:Be the single-point-of-contact for new clients throughout the onboarding phaseStarting with a warm handover from Sales, to leading regular review meetings with customers and internal teams as work progresses, providing updates and addressing any concerns.Develop and maintain strong relationships with customers to understand their needs and expectations, and gather insights to help product teams develop new onboarding toolsHelp us evolve:Continuously evaluate and provide feedback to help improve onboarding processes and enhance efficienciesMitigate issues but take the time to map out what needs change in order to not repeat the same mistakes.Be a critical feedback loop for our product and operational teams to identify areas for improvement.Be the voice of our onboarding experience:Work closely with sales, customer success, and product teams to constantly challenge and evolve the overall customer experienceShare customer feedback and requests for new features with the product teamCoordinate with Customer Success and Support teams to ensure a smooth transition from adoption to use.What You’ll Bring With YouMin 3+ years’ experience in project management, customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.Demonstrated success in managing customer relationships and delivering projects on time and to plan.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 tools.Excellent communication and interpersonal skills, with the ability to convey complex information clearly and effectively.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.