AddressPlease note: We are very flexible with remote working but would ideally love to see you in our office once per month :)
Step into a role where your mastery of a balanced human and tech approach defines not just your success but the success of our customers. Join our dynamic team and be the driving force that shapes tomorrow, seamlessly integrating human touch with digital innovation!
About Us
Henry Schein One provides cutting-edge online dental practice management software to thousands of dental professionals around the world.
Our purpose is to make life better for dentists, practice managers, and patients this sits at the centre of everything we do. We are shaping the future of how millions of patients interact with their dental practice and aim to solve tough, real-world problems by continuously innovating our product & customer experience.
Through year-on-year growth, we have cemented ourselves as an industry innovator and leader and offer two core platforms; EXACT (Software of Excellence) a server-based product and Dentally, our cloud-based product.
Why HSOne?
This is an opportunity to join one of the UK’s best employers as recognised in the Sunday Times Best Places to Work 2023 initiative. As an inclusive and forward-thinking company, we are committed to creating an environment that values diversity and promotes equal opportunities for all individuals.
HSOne supports 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 (click here) that support a range of lifestyle choices and needs, and we encourage continuous improvement and career development.
Your Mission:
As a Customer Success Consultant, you're the driving force behind our revolutionary solutions, ensuring verifiable outcomes and world-class customer experiences.
Your consultative expertise and tech-savvy approach guarantee customers not only use but thrive on our core products and groundbreaking communication tools.
Why Us: Step into a role where your mastery of a balanced human and tech approach defines not just your success but the success of our customers. Join our dynamic team and be the driving force that shapes tomorrow, seamlessly integrating human touch with digital innovation!
Your Impact:
- Onboarding & Account Management:
- Account Management: Deep dive into customer outcomes, taking full ownership of driving product adoption of our solutions, resulting in tangible results.
- Customer Engagement: Build unbreakable relationships, offer insights, and personally showcase solutions' impact at events, spotlighting tangible Customer Success stories. You will mainly communicate with your customers via phone or zoom and determine their engagement levels.
- Issue Resolution: Own customer concerns, collaborating cross-functionally for swift, effective solutions that ensure positive outcomes.
- Data Management: Take charge of personalised engagements utilising automated tools, ensuring proactive, data-driven interactions that drive measurable value and efficiency with a focus on continuously enhancing the customer journey.
- Customer Advocacy: Personally leverage advocates for new opportunities, actively seek endorsements, and craft compelling case studies highlighting the transformative customer journey.
- Internal Collaboration: You’ll collaborate with diverse internal teams, engaging with colleagues across the broader HS One portfolio.
- Daily tasks: Relationship building, issue resolution, managing churn, leveraging technology with a key focus on delivering tangible business outcomes.
Your Traits:
- Personal Capability: Demonstrate exceptional consultative skills, analyse challenges, and proactively take initiative.
- Interpersonal Skills: Command effective communication, remain approachable, and foster collaboration.
- Manage Change: Lead through innovation, be quick to recognise and champion necessary changes, understanding the pivotal role customers play in our success.
- Focus on Results: Hold yourself accountable, meet deadlines, and relentlessly pursue growth, tying efforts to tangible customer outcomes.
- Character: Embrace a growth mindset, provide constructive contributions, remain approachable and foster collaboration.
- Continuous Improvement: Drive efficiency through a dynamic mix of human insights and tech-enabled strategies, consistently analysing performance to enhance the customer journey
- Reflect & Share: Regularly reflect on performance, identify what worked and share insights with the team for collaborative growth.
Your Background
- 1-3 years in a comparable role (customer support, account management, sales)
- Demonstrated understanding of identifying revenue enablement opportunities
- Proven success in expanding and nurturing a portfolio of business
- Proven capability to identify and address customer concerns
- Consistent track record in developing customer advocates, securing endorsements, and collecting positive feedback
- Experience in overseeing customer accounts, guaranteeing their success and contentment
- Demonstrated ability to leverage data-driven insights for decision-making and achieving tangible outcomes
- Familiarity with Gainsight and/or similar Customer Success platforms is preferred
