Manager, Implementation

Job Description

Manager, Implementation

Job Description 

About Us

At Henry Schein One UK, 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.

Celebrated as one of the ‘Sunday Times UK's Best Places to Work, our culture at Henry Schein One UK as an inclusive and forward-thinking company means we are committed to creating an environment that values diversity and flexibility and promotes equal opportunities for all individuals.

How we work

Customer 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 impact 

As the Manager, Implementation you are accountable for delivering an effortless onboarding experience for all new UK customers by leading a team of Onboarding Success Managers.

This is a pivotal role which manages the team delivering immediate value for our customers as they adopt our practice management products. By leading, mentoring and developing your team of professionals you will foster a customer experience first culture, whilst delivering against key operational outcomes.

What you'll do 

Build a high-performing team:

• Coach team members in best practices, fostering continuous development and always lead by example
• Motivate and inspire your team to reach and exceed all set onboarding targets and KPIs
• Maintain a trusting, collaborative environment, enabling the team to thrive
• Lead the recruitment efforts for your team, identifying and hiring top talent
• Promote an inclusive and diverse culture, in line with the Henry Schein One values

Drive the direction of customer onboarding:

• Actively champion onboarding across the business, locally and internationally by keeping us focused on building great experiences vs. internal efficiencies
• Develop and deliver onboarding improvements, ensuring alignment with product teams and other regions
• Distil key customer themes and feedback to identify areas for improvement and growth, meeting with product and senior leaders to share insights
• Proactively collaborate and work with teams across the business to deliver the best outcome for customers

Be data driven and a thought leader:

• Partner with the system teams to refine pipelines and management tools to deliver meaningful internal performance metrics and customer feedback reporting to inform change (including CES, CSAT)
• Stay informed of industry trends and onboarding best practices to continuously enhance the experience and the performance of your team
• Maintain a first-hand/deep understanding of the customer experience by regularly seeking feedback from onboarded customers and shadowing your team
• Lead and develop a high-performing team
• Coach team members in best practices, fostering a culture of continuous development and always lead by example
• Motivate and inspire your team to reach and exceed all set targets and KPIs
• Maintain a trusting, collaborative environment, enabling the team to thrive
• Lead the recruitment efforts for your team, identifying and hiring top talent 
• Promote an inclusive and diverse culture, in line with the Henry Schein One values 

What you’ll bring with you

• 7+ years’ experience in team management and customer onboarding, or a similar role, preferably in a SaaS or technology-driven environment.
• Demonstrated success in growing high performing teams and a culture of continuous improvement
• Superior communication and interpersonal skills, with the ability to build strong relationships internally and externally.
• Ability to manage multiple competing priorities and projects simultaneously, maintaining high standards of quality and attention to detail
• 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 platforms.
• 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.

Diversity at Henry Schein One

Diversity at Henry Schein One is all about you being you. Diversity and inclusion are integral to every aspect of our business, we push boundaries fuelled by a diverse set of voices and a desire to make a difference. We are proud to be an equal-opportunity employer. All qualified candidates are considered without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age. We welcome everyone to our team; we foster creativity and ambition throughout our business. We’re making a difference every day and you can too. 

Our Shared Values 

Everyone at Henry Schein One is encouraged to live and demonstrate our core values:  

Community

• Each Person is as Important as the Next
• Open Communication
• Diversity & Inclusion

Caring

• Corporate Citizenship
• Shared Success

Career

• Ethics
• Recognise Creativity & Encourage it
• People are our Greatest Asset

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.