Customer Success Consultant

Job DescriptionAbout Us At Henry Schein One, 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. Our culture at Henry Schein One 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. Purpose To proactively engage with newly onboarded and existing HSO customers to ensure they are aware of and utilising best practices and assisting in the delivery of the desired customer success of each customer. The CSS is responsible for consulting with our recently onboarded and existing customer base, which will involve conducting webinars, health checks and needs analysis processes; and then promote value-added solutions to deliver measurable customer outcomes. The CSS will work with customers, exhibiting excellent telephone communications, thought leading insight and influencing sklls. The ability to challenge the customer perspective and the drive to succeed and bring vision and passion for the role is all-essential. What You'll Do  To remotely influence and guide existing customers to achieve best practice outcomes

• Proactively contact customers to book and undertake health checks and consultations focussed on delivering customer success.
• Identify the decision makers to begin and undertake the health check and consultations process with.
• Ensure all existing customers are proactively engaged and educated on how HSO can produce the customer success they need. To challenge and reframe customer’s perceptions of their practice in a constructive and business-like manner.
• To be regarded as a thought leader in the market and a customer business partner, not a source of new product purchases. This would be achieved by staying up to date with the market by using all data resources and educational materials provided and being seen as a trusted advisor
• Achieve KPIs and business targets set by the Team Leader
• Through discovery the CSS must be able to identify the specific aspirations, targets, challenges, risks and opportunities for each customer in order to present a relevant solution tailored to achieving customer success.
• Maintain continuous communication with Manager / Team Leader to identify development areas, challenges faced and successes.
• Maintain communication in a timely basis, participating in all team meetings as requested
• Respond to all leads and opportunities generated by marketing and other HSO teams by developing enquiries into consultations with practices whenever possible
• Monthly reporting, accurate forecasting and achieving team and personal targets and objectives
• Accurate recording of customer contacts, sales activities and opportunity management in Hubspot
• Ensure that customer’s understand the difference between the Best Practice Service’s team responsibilities and support.

Product Adoption & Data-Driven Insights

• Monitor adoption data for new and existing customers to identify gaps and opportunities for improvement.
• Develop and execute strategies to increase adoption of key product features, leveraging data insights.
• Collaborate with internal teams to refine adoption initiatives based on customer feedback and usage trends.

Content Creation & Delivery

• Create and maintain engaging webinar content focused on product education and feature adoption.
• Facilitate customer-facing webinars, Q&A sessions, and educational workshops.
• Develop short-form educational content (videos, guides, infographics) to drive adoption of key product features.
• Design and execute email campaigns aimed at promoting feature adoption and best practices.
• Suggest and implement additional adoption strategies, such as:
• In-app messaging or tooltips
• Customer success stories and case studies

Market, Customer Value Propositions and Product Knowledge

• Maintain a deep understanding of the customer value proposition, industry, market and product knowledge. Understand how the various functionality within the software can address customer outcomes.
• Maintaining a high level of integrity and constantly focus on continuing education programs to enhance performance
• Understand how the various functionality within OASiS, EXACT & Dentally can address various customer needs

Accuracy and utilisation of HubSpot

• Whenever talking with customers, take the opportunity to review HubSpot information and ensure all fields are updated and accurate.
• Ensure that all transactions and customer interactions across the team, including leads and opportunities are being correctly input into the HubSpot.

To be an effective member of the HSO Team

• Engage with teams and departments across the business to build open communication lines, share knowledge and maximise customer satisfaction
• Cooperatively work with team to pass knowledge and leads / opportunities to other team members
• Attendance and participation at team and Company meetings
• All required paperwork is completed
• Contribute to new ideas and continuous improvement in internal sales processes
• Contribute to team work output
• Other duties as required

Marketing Support

• Where necessary support marketing efforts such as trade shows, exhibits and other events

ExperienceWhat you’ll bring with you

• Proven experience in Customer Success, Account Management, or Consultancy, ideally within SaaS or healthcare.
• Experience with customer success platforms (e.g., Gainsight) is advantageous.
• Experience in content creation and webinar facilitation.

Education Specialised Knowledge and Skills:

• Strong communication and presentation skills.
• Ability to analyze data and translate insights into actionable strategies with measurable impact.
• Customer-centric mindset with consultative selling skills.
• Proficiency in HubSpot or similar CRM tools.
• Proficiency in Gainsight or similar Customer Success tools.

Personal Attributes

• Personal Capability
• Seeks information that identifies underlying issues
• Shows initiative and drive
• Focus on Results
• Organises time to ensure deadlines are met
• Overcomes obstacles to achieve an objective
• Takes responsibility for outcomes
• Can be counted on to work autonomously without supervision
• Character
• Acts consistently
• Follows through on promises and commitments
• Is not afraid to act when required
• Actively seeks feedback to improve own performance
• Understands own strengths and weaknesses
• Interpersonal Skills
• Can effectively communicate and share ideas
• Is approachable and friendly
• Works effectively with others
• Works inclusively and shares information willingly
• Manages Change
• Is quick to recognize situations or conditions where change is needed
• Seeks to understand competitor activity and potential opportunities
• Understands how the team and work fits in with company overall
• Understands that the customer is key to company success

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