Implementation Manager
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Job Description
Manager, Implementation at Henry Schein One UK leading customer onboarding for software adoption. Focused on delivering high-quality service and building strong customer relationships.
Responsibilities:
- Deliver an effortless onboarding experience for all new UK customers by leading a team of Onboarding Success Managers
- Build a high-performing team by coaching and developing team members, fostering a customer experience first culture
- Actively champion onboarding across the business
- Develop and deliver onboarding improvements, ensuring alignment with product teams and other regions
- Collaborate with teams to deliver the best outcome for customers
- Maintain a deep understanding of customer experience by seeking feedback from onboarded customers
- Partner with system teams to improve internal performance metrics and customer feedback reporting
Requirements:
- 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.
Benefits:
- Inclusive and forward-thinking company culture
- Commitment to creating opportunities for all individuals
- Professional development opportunities
- Supportive work environment
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