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 be Global 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!

• Responsible for all proactive and reactive Customer Success activities for 1-7 practice location customers for all products - driving customer engagement, retention, and satisfaction
• Define what success looks like for the various product lines by customer segment; set goals and measure results
• Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means
• Use Gainsight to build customer dashboarding, executive visibility, and CTA workflows
• Create and implement processes that help customers achieve evolving desired outcomes
• Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn
• Resolve a wide range of complex issues and/or projects using creative, effective, and sometimes unique ways
• Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them and provide a clear path to escalation
• Coordinate cross-functional processes that help meet retention targets
• Develop scalable processes to relay customer feedback to the product team by priority
• Align with the support team on CX expectations and escalation paths
• Provide guidance to the success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention
• Promote a proactive approach amongst the team and ensure they are promoting customer success best practices with customers
• Manage multiple complex projects and metrics including Net Churn, Monthly Recurring Revenue Growth, Net Promoter Score, Customer Health Score

• Define, staff, and operationalize "retention team" providing a reactive motion

• Implement ideal use and build out of Gainsight CTAs and proactive workflows
• Lead, mentor, and grow the customer success team to ensure high performance and engagement
• Collaborate and align processes with Strategic Account Management/Strategic Customer Success Management team members
• Help execute a strong digital, low touch strategy and resource tooling and process to do so.
• Responsible for Voice of Customer inputs for 1-7 location segments
• Serve as a resource to others to resolve the most complex problems and situations
• Play a role in high-level projects that have an impact on the company's future direction
• Foster strong relationships with key customers to understand their needs and objectives
• Drive initiatives to enhance customer onboarding, training, and support along the customer journey
• Influence functional strategy to address unique and complex problems and trends that have a broad impact on the business; recommend process, product or service improvements
• Exercise complete independent judgment in selecting methods and techniques for obtaining solutions; assignments are self-initiated
• Proactively identify, define and solve complex problems that impact the management and direction of the business
• May serve as a consultant to top management in long-range Company planning
• Network with key senior internal and external personnel inside and outside own area of expertise; create formal networks involving coordination among groups
• Attract, retain, motivate, develop, mentor and coach team members for high performance
• Communicate effectively with senior management and key stakeholders
• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Monitor customer health metrics and proactively address issues to reduce churn
• Identify upsell and cross-sell opportunities to increase customer lifetime value
• Work closely with sales, product, onboarding, and marketing teams to ensure a seamless customer experience
• Formalize and provide feedback to product development based on customer insights and usage patterns
• Lead and develop virtual teams
• Establish KPIs and track performance against goals to measure the effectiveness of customer success initiatives
• Report on customer success metrics and present insights to the executive team

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

• Typically, 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5+ or more years of customer success and leadership experience
• Typically, a bachelor's degree or global equivalent in related discipline
• Very seasoned, experienced, and expert level senior professional
• In-depth knowledge and full understanding of multiple disciplines and strong knowledge of other related disciplines
• Assignments are often self-initiated, diverse, demand advanced knowledge, and are broad or abstract in nature. Requires outstanding judgment and advanced analytical ability, evaluation, originality and ingenuity to solve
• Complete understanding and wide application of principles, theories and concepts of multiple fields
• Outstanding management and leadership skills
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Expert independent decision making, analysis and problem-solving skills

• Good understand the interpretation of financial information and external trends that contributes to business profitability

• Expert planning and organizational skills and techniques
• Effective communication and influencing skills
• Excellent negotiating skills and ability to effectively manage internal and external relationships
• Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Expert in multiple technical and business skills
• Strategic planning skills

• Master's degree or global equivalent
• Dental/medical and tech SaaS experience

• 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 Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

• 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 Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.