This is a hybrid position, working within a team that is based on the West Coast in British Columbia Canada.
About the Opportunity
Henry Schein One (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.
Exan Software (Exan) 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, Exan's products support the Canadian Dental Practice Management and Global Academic-Dental markets. Our on-premise products are well established with strong customer loyalty while our cloud product customer base is growing every year.
If you are looking for a growing career that makes a difference, come be part of our team today!
Reporting to the Director, the Manager oversees the day-to-day operations of the Ascend Academic Implementation & Support team. You will oversee the delivery of implementation & training to our growing Academic Cloud customer base, meeting growth targets while ensuring high customer satisfaction. Your team will also be responsible for delivering best-in-class technical support for those customers.
You will take a hands-on approach to team tasks and responsibilities while driving process improvement and operational maturity within the team. As the team's leader, you will be expected to lead by example and ‘clear the path to help them be successful as a team and individually.
Responsibilities
- Ensure successful delivery of professional services to Ascend Academic customers.
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Support our growth plan by improving and scaling the training & support processes while maintaining high customer satisfaction.
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Help the team to provide implementation services and technical support to clients during busy seasons or when needed.
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Work collaboratively with Sales to ensure smooth customer hand off to the Implementation & Support team.
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Serve as first escalation point for any customer service concerns, and resolve these as quickly as possible.
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Monitor Support & CRM metrics to ensure a high level of service quality.
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Serve as a link between Product Management, Development, and other company stakeholders with customers to ensure services and content are delivered on time, with high quality.
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Oversee, review, and provide feedback on release documentation & Help Center content.
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Provide annual performance reviews, as well as regular guidance, feedback/coaching, and career development plans for all team members.
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Work with the management team to establish goals and regular metrics to evaluate team success.
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Delegate tasks to team members to provide new areas of opportunity and growth.
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Handle administrative tasks such as time off requests, shift scheduling, and expense approvals.
Qualifications
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Bachelor's degree.
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2+ years of experience leading Technical Support and/or software Implementation/ Training teams.
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Strong organizational skills and a keen eye for detail.
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Ability to work both well with others and with customers.
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Ability to adapt to changing business needs and customer requirements.
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Dental or medical industry experience is an asset.
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Experience working with Zendesk is an asset.
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This is a hybrid (#LI-HYBRID) role, with up to two days in office, to facilitate brainstorming and team building
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Our office is located across from Guildford Mall, in Surrey, BC.
We pride ourselves on fostering a flexible, high-performing culture that is inclusive and supports professional growth. Our team embraces ownership, transparency, communication and collaboration.
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