Software Support Manager, Dentrix

Job title:

Software Support Manager, Dentrix

Company

Henry Schein One

Job description

This is a hybrid (#LI-HYBRID) role, with four days in office, to facilitate brainstorming and team building.
Our office is located across from Guildford Mall, in Surrey, BC.

About the Opportunity:

(HSOne) 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.

As part of Henry Schein One Canada, you will work with products to support the Canadian Dental Practice Management business. Our on-premise products are well established with strong customer loyalty while our cloud product customer base is growing every year!

As Support Manager, you will be responsible for creating an innovative, efficient, and future-proof support desk. You will be required to ensure that our team delivers best-in-class technical support for our customers. You will also have a high element of data analysis and strategic thinking to understand the dental industry and provide insight across our businesses to drive customer success and improve patient health in our communities.

What You’ll Do

• Maximize customer experience by facilitating problem-solving and fostering a collaborative approach within the teams to meet the changing needs of the business and its customers.
• Serve as first escalation point for any customer service concerns and resolve quickly and professionally.
• Analyse support metrics, represent your department positively and professionally while promoting the teams’ capabilities.
• Ensure KPIs are adequate, fit for purpose and encourage a culture of high achievement and problem solving.
• Provide executive reporting on progress and performance statistics for the team.
• Lead by example, coach, and encourage the team to reach set targets and foster an environment of continual learning and development.
• Provide annual performance reviews, as well as regular feedback, coaching, and career development plans for all team members.
• Provide input into annual budgeting and ensure the department is operating within budget.
• Maintain up-to-date knowledge of industry regulatory changes and ensure the team is prepared for peak periods of change.
• Maintain a sound knowledge of all our software products to understand how we meet customer needs.
• Make active contributions and new ideas to help the overall growth and success of the Canadian Commercial team.

What You’ll Bring With You

• A bias towards action and the ability to drive change and challenge the norm.
• At least 3-5 years senior or management level experience within a technical, fast-paced support environment, offering external customer support.
• Evidence of improving team performance through efficiencies, methodologies or process improvements.
• Experience generating and implementing ideas to drive customers to utilise self-service support options.
• An ability to collate data, gather meaningful insight, and take appropriate course of action.
• Demonstrated experience in leading people to achieve strong results.
• Proven ability to engage and leverage both direct and indirect stakeholders.
• Demonstrated success in strategy development, execution and delivering results.
• Ability to manage the entire customer life cycle from strategic planning to tactical activities.
• A working knowledge of CRM systems (e.g., HubSpot, Zendesk, Salesforce) and support tools.
• A drive to continuously improve and develop team skills, processes, and SaaS methodologies across the desk.
• Experience providing support through Chat is an asset.
• Experience delivering Sales through service (Lead generation, uncover customer needs) is an asset.

Our Recruiting Process

We try to make our process as simple as possible whilst giving you and us opportunities to learn about each other. * Quick intro/screening call

• Short online predictive index assessment
• First interview
• Second interview including presentation

After this, we aim to make a decision within 24 hours.

At Henry Schein One Canada, we pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. As a future team member, you will embrace ownership, transparency, communication and collaboration.

The posted range for this position is between CAD 86,100 and CAD 117,850 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.

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Expected salary

Location

Vancouver, BC

Job date

Wed, 31 Jan 2024 07:30:26 GMT

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