VetSoft Customer Success Manager

We have an exciting opportunity for a pro-active team player to join our passionate and diverse Customer Operations team as a Customer Success Manager. 

As a Customer Success Manager, you will work with independent and corporate veterinary clinics to onboard them to their new IDEXX software system. You will act as a consultant and subject matter expert to ensure best practices are followed and the clinic is set up for success. 

This is a virtual role requiring travel and possible overnight stays on a regular basis to support customer onboarding and team meetings. 

Who you are 

• You have clinical veterinary certification as either a qualified vet or vet nurse

• Must have experience with Animana and Smartflow

• You have the ability to build strong relationships and work with teams, peers, and external partners on cross-organisation initiatives. This role requires you to be comfortable working in English. 

• You’re renowned for being a great people person with a positive and professional attitude 

• You’re confident with strong communicating skills and are genuinely passionate about looking after your clients 

• You take great pride in being willing and able to help others 

• Your colleagues appreciate you for being very well organised with an ability to juggle many client-demands at any one time 

• You problem solve complex subjects whilst keeping a calm exterior 

• You pride yourself on your attention to detail and like to be able to look back on a job well done 

• You effortlessly adapt to your audience’s needs and are constantly assessing the effectiveness of your communications to ensure you’re understood 

• You’re a great listener and patient teacher of people with varying skills and experience levels 

• You are great at planning ahead and always start with the end in mind to ensure that your clients are future proofed 

• You work well under pressure with tight time constraints but are also not afraid to take a step back and look critically at what needs to be done 

• Due to the nature of SaaS, you should be comfortable with change and ambiguity showing resilience and agility 

• You are skilled in objection handling enabling you to keep the client focused whilst managing the change process 

• You thrive on travelling to see “your” clients and are happy to be away from home on a regular basis  

What you’ll do 

Client Delivery 

• Deliver on-site and remote consulting and training sessions to implement best practice workflows.  Experience in a consultancy position is expected 

• Deliver remote implementation and training sessions to configure and setup client accounts 

• Develop robust solutions to clients’ problems through active listening and questioning to identify actual need rather than question asked 

• Take accountability for quality of delivery and actions taken 

• Work alongside the Account Management team to reach out to existing clients as needed  

Client Session Preparation & Support 

• To balance the needs of the customer and company, you must be comfortable setting clear expectations and deadlines 

• Deliver high quality customer facing sessions in line with documented processes 

• Plan and prepare thoroughly for each client session to ensure sessions are relevant and effective 

• Plan and manage your own diary to ensure efficient travel and remote client sessions 

• Respond to consulting questions and troubleshooting from client sessions 

• Triage how-do-I questions to Customer Support 

• Liaise with the client and work with the Data Services team to manage the conversion of client data 

• Perform detailed conversion checks on client PIMS data and effectively manage client feedback 

• Accurate and timely completion of all associated admin  

Collaboration & Process Improvement 

• This is a consultancy role within a strong process driven team where you will be expected to use existing procedures whilst consistently striving for excellence and improvement 

• Maintain close contact with IDEXX Veterinary Software and IDEXX diagnostic sales teams ensuring they understand the value proposition of our Veterinary Software offerings 

• Keep in close contact with the regional Customer Support team  

• Work with Product team to provide experience & customer feedback to influence the direction and suitability of development solutions 

• Provide subject matter expertise to the business 

• Identify sales opportunities and support consultative sales approach 

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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