Henry Schein One group
Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care. Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, our products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premises products are well established with strong customer loyalty while our cloud product customer base is growing every year. The SaaS Project Manager & Implementation Consultant is responsible for delivering implementation and training for our enterprise cloud software, Ascend Academic. The successful candidate will have a demonstrated track record of building solid relationships with our clients by providing them with an exceptional service experience through well-developed tools and a robust customer-centric attitude. Key traits include having a sense of urgency and ownership, and the need to provide accurate, timely solutions. In this role you'll leverage your project management, implementation, and training skills. At Exan, you will be part of a culture that embraces ownership, collaboration, and creativity and allows you to impact our company's success directly. As an Exan team member, you will embrace open communication and be part of a flexible, high-performing environment. This is a hybrid role, with one to two days in office per week , to facilitate brainstorming and team building. Our office is located across from Guildford Mall, in Surrey, BC. Key Responsibilities: Project Management: Plan, manage, and oversee the entire software implementation lifecycle from initiation to project closure and hand-off to support Develop project plans, timelines, and resource allocation strategies to ensure projects are delivered on time and within budget. Identify project risks and proactively implement mitigation strategies to address challenges and avoid delays. Collaborate with cross-functional teams, including data migration team, product & engineering team, sales, account management, and support to ensure alignment and project success. Manage client expectations through regular status updates, documentation, and reporting. Drive continuous improvement in project management processes to optimize efficiency and productivity. Implementation: Train and support the client to configure the software to support business processes. Troubleshoot issues during implementation and provide hands-on solutions to meet project deliverables. Develop and deliver training to client stakeholders to ensure a smooth transition to the new system. Identify and implement improvements to the implementation and training process while maintaining high customer satisfaction. Deliver one-off training sessions with existing clients. Qualifications & Requirements: 4+ years experience in a client-facing enterprise SaaS application implementation role. 2+ years experience managing SaaS software implementation projects. Proven software implementation experience, including configuration, testing and training. Excellent communication and interpersonal skills to work effectively with clients and internal teams. Problem-solving and analytical mindset with a proactive approach to identifying and addressing challenges. Ability to manage multiple projects simultaneously and prioritize tasks effectively. Ability to translate complex technical concepts into clear, actionable insights for non-technical stakeholders. Experience in the dental or health care industry is an asset. Up to 10% of U.S. travel to support team members at client sites or to attend industry conferences and events. Our Recruiting Process We try to make our process as simple as possible while still giving us opportunities to learn about each other. 1. Intro/screening call 2. Short online behavioural and cognitive assessment. 3. Online interview with Hiring Manager 4. In person panel Interview Compensation & Benefits The posted range for this position is between $77,500 CAD - $90,250 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc. Our benefits also include: 3% RRSP matching Comprehensive health benefits plan, including 100% drug coverage 3-week paid vacation, growing up to 5 weeks with tenure Unlimited paid flex days Paid Birthday off
Henry Schein One is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one. When technology connects, more data is shared, more tasks are automated, and more work gets done. Most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience - from first contact and scheduling to clinical treatment and billing, to ensuring loyalty and recurring care. Henry Schein One Canada has over 20 years of experience developing and supporting software in dental markets in Canada and throughout the world. As part of Henry Schein One, our products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premises products are well established with strong customer loyalty while our cloud product customer base is growing every year. The SaaS Project Manager & Implementation Consultant is responsible for delivering implementation and training for our enterprise cloud software, Ascend Academic. The successful candidate will have a demonstrated track record of building solid relationships with our clients by providing them with an exceptional service experience through well-developed tools and a robust customer-centric attitude. Key traits include having a sense of urgency and ownership, and the need to provide accurate, timely solutions. In this role you'll leverage your project management, implementation, and training skills. At Exan, you will be part of a culture that embraces ownership, collaboration, and creativity and allows you to impact our company's success directly. As an Exan team member, you will embrace open communication and be part of a flexible, high-performing environment. This is a hybrid role, with one to two days in office per week , to facilitate brainstorming and team building. Our office is located across from Guildford Mall, in Surrey, BC. Key Responsibilities: Project Management: Plan, manage, and oversee the entire software implementation lifecycle from initiation to project closure and hand-off to support Develop project plans, timelines, and resource allocation strategies to ensure projects are delivered on time and within budget. Identify project risks and proactively implement mitigation strategies to address challenges and avoid delays. Collaborate with cross-functional teams, including data migration team, product & engineering team, sales, account management, and support to ensure alignment and project success. Manage client expectations through regular status updates, documentation, and reporting. Drive continuous improvement in project management processes to optimize efficiency and productivity. Implementation: Train and support the client to configure the software to support business processes. Troubleshoot issues during implementation and provide hands-on solutions to meet project deliverables. Develop and deliver training to client stakeholders to ensure a smooth transition to the new system. Identify and implement improvements to the implementation and training process while maintaining high customer satisfaction. Deliver one-off training sessions with existing clients. Qualifications & Requirements: 4+ years experience in a client-facing enterprise SaaS application implementation role. 2+ years experience managing SaaS software implementation projects. Proven software implementation experience, including configuration, testing and training. Excellent communication and interpersonal skills to work effectively with clients and internal teams. Problem-solving and analytical mindset with a proactive approach to identifying and addressing challenges. Ability to manage multiple projects simultaneously and prioritize tasks effectively. Ability to translate complex technical concepts into clear, actionable insights for non-technical stakeholders. Experience in the dental or health care industry is an asset. Up to 10% of U.S. travel to support team members at client sites or to attend industry conferences and events. Our Recruiting Process We try to make our process as simple as possible while still giving us opportunities to learn about each other. 1. Intro/screening call 2. Short online behavioural and cognitive assessment. 3. Online interview with Hiring Manager 4. In person panel Interview Compensation & Benefits The posted range for this position is between $77,500 CAD - $90,250 CAD which is the expected starting base salary range for an employee who is new to the role to fully proficient and experienced in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications & education etc. Our benefits also include: 3% RRSP matching Comprehensive health benefits plan, including 100% drug coverage 3-week paid vacation, growing up to 5 weeks with tenure Unlimited paid flex days Paid Birthday off
Henry Schein One group
Gillingham, Kent
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 a Software Support Team Leader, you'll be an integral part of our Support team and collaborate closely with our practices. Reporting to the Global Head of Support, you'll lead your own team, playing a pivotal role in executing our business and departmental strategies. This role demands leadership and the ability to motivate your team to achieve various targets such as chat goals, customer satisfaction, NPS, and retention. What you'll do Provide effective line management for direct reports, including day-to-day operations and performance management. Support individuals in a non-judgmental manner, maintaining anti-discriminatory practices. Maintain key service levels and promptly resolve verbal and written customer issues. Proactively seek business and process improvement opportunities with customer satisfaction in mind. Coach your team to maximise every customer interaction and consistently deliver results that exceed customer expectations. Manage cases and backlog to meet service level agreements (SLAs) and prioritise customer needs. Motivate and inspire your team to exceed targets and key performance indicators (KPIs) while focusing on customer outcomes. Facilitate continuous staff development and recommend appropriate training to enhance customer service skills. Collaborate with seniors and development teams to efficiently resolve issues impacting customer satisfaction. Ensure proper team resourcing during breaks, training sessions, and shift times to maintain quality customer support. Foster a positive team culture that encourages collaboration, idea-sharing, and a commitment to customer-centric values. Demonstrate enthusiasm, excellence, and receptiveness to new ideas that enhance the customer experience. Work with your Line Manager to identify areas for team improvement or development that directly impact customer satisfaction. Actively participate in special projects and other duties as needed, including generating accurate reports to monitor and improve customer outcomes. Once a month, you'll convene at the Gillingham office for two consecutive days to collaborate with the team. Every two weeks, you'll engage in international team calls with colleagues from Australia and Canada. Additionally, you may attend trade shows to deliver presentations and demonstrations if required. What you'll bring with you Proven Leadership Skills: Demonstrated experience in leading teams effectively. Innovative Thinking: Track record of idea generation, innovation, and creative problem-solving. Success in Challenging Roles: Previous experience in succeeding in challenging roles. Effective Motivator: Ability to motivate individuals with diverse personalities. Achievement of Targets: Experience in achieving team targets. Quick Learner: Ability to learn quickly and adapt to new challenges. Time Management: Proficiency in personal diary and rota management. Ability to Perform Under Pressure: Proven ability to work effectively under pressure. Customer Service Expertise: In-depth experience and thorough knowledge of customer service processes, systems, and quality measures. Customer-Centric Approach: Capability to lead, motivate, and inspire a team to deliver best practices and consistently engage customers to meet or exceed targets. Challenging Customer Assumptions: Skill in uncovering customer needs and challenging assumptions constructively and professionally. Cross-Departmental Collaboration: Ability to collaborate with other departments to create an innovative and cohesive environment. Excellent Communication: Strong written and verbal communication skills. Change Management: Experience in managing teams through periods of change. Data Analysis Skills: Prior experience in data analysis and interpretation. Solution Orientation: Solution-oriented mindset with a strong approach to problem-solving. Attention to Detail: Excellent eye for detail, ensuring accuracy when working with complex data.
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 a Software Support Team Leader, you'll be an integral part of our Support team and collaborate closely with our practices. Reporting to the Global Head of Support, you'll lead your own team, playing a pivotal role in executing our business and departmental strategies. This role demands leadership and the ability to motivate your team to achieve various targets such as chat goals, customer satisfaction, NPS, and retention. What you'll do Provide effective line management for direct reports, including day-to-day operations and performance management. Support individuals in a non-judgmental manner, maintaining anti-discriminatory practices. Maintain key service levels and promptly resolve verbal and written customer issues. Proactively seek business and process improvement opportunities with customer satisfaction in mind. Coach your team to maximise every customer interaction and consistently deliver results that exceed customer expectations. Manage cases and backlog to meet service level agreements (SLAs) and prioritise customer needs. Motivate and inspire your team to exceed targets and key performance indicators (KPIs) while focusing on customer outcomes. Facilitate continuous staff development and recommend appropriate training to enhance customer service skills. Collaborate with seniors and development teams to efficiently resolve issues impacting customer satisfaction. Ensure proper team resourcing during breaks, training sessions, and shift times to maintain quality customer support. Foster a positive team culture that encourages collaboration, idea-sharing, and a commitment to customer-centric values. Demonstrate enthusiasm, excellence, and receptiveness to new ideas that enhance the customer experience. Work with your Line Manager to identify areas for team improvement or development that directly impact customer satisfaction. Actively participate in special projects and other duties as needed, including generating accurate reports to monitor and improve customer outcomes. Once a month, you'll convene at the Gillingham office for two consecutive days to collaborate with the team. Every two weeks, you'll engage in international team calls with colleagues from Australia and Canada. Additionally, you may attend trade shows to deliver presentations and demonstrations if required. What you'll bring with you Proven Leadership Skills: Demonstrated experience in leading teams effectively. Innovative Thinking: Track record of idea generation, innovation, and creative problem-solving. Success in Challenging Roles: Previous experience in succeeding in challenging roles. Effective Motivator: Ability to motivate individuals with diverse personalities. Achievement of Targets: Experience in achieving team targets. Quick Learner: Ability to learn quickly and adapt to new challenges. Time Management: Proficiency in personal diary and rota management. Ability to Perform Under Pressure: Proven ability to work effectively under pressure. Customer Service Expertise: In-depth experience and thorough knowledge of customer service processes, systems, and quality measures. Customer-Centric Approach: Capability to lead, motivate, and inspire a team to deliver best practices and consistently engage customers to meet or exceed targets. Challenging Customer Assumptions: Skill in uncovering customer needs and challenging assumptions constructively and professionally. Cross-Departmental Collaboration: Ability to collaborate with other departments to create an innovative and cohesive environment. Excellent Communication: Strong written and verbal communication skills. Change Management: Experience in managing teams through periods of change. Data Analysis Skills: Prior experience in data analysis and interpretation. Solution Orientation: Solution-oriented mindset with a strong approach to problem-solving. Attention to Detail: Excellent eye for detail, ensuring accuracy when working with complex data.