IDEXX

Customer Success Manager

IDEXX

full-time

Posted on:

Location Type: Hybrid

Location: Westbrook • Maine • Texas • United States

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Salary

💰 $67,000 per year

About the role

  • Managing the relationship between IDEXX and a targeted subset of Vello customers
  • Expanding the lifetime value of the customer
  • Assisting with the setup and configuration of Vello along with integration features within practice management systems
  • Providing education on best practices for Vello Client Communications
  • Being the voice of the customer and focused on their continued success with IDEXX products and services
  • Working closely with Sales Professionals, Product Managers, and Marketing Teams to develop strategies to maintain and expand account portfolio
  • Utilizing a wide array of programs including Gainsight, Salesforce, GuideCX, JIRA, Outlook, Excel, etc. to plan, execute, and measure customer engagement efforts
  • Performing variety of customer service activities for internal and external customers
  • Providing information, resolving issues, and ensuring customer satisfaction
  • Responding to customer phone and other communications, addressing questions/issues/problems/concerns.

Requirements

  • 2-4 + years of experience in a customer focused environment
  • Prior use / familiarity of ezyVet, Cornerstone, and/or Neo practice information management systems
  • Strong customer facing inter-personal and rapport building skills
  • Ability to have an open mind and a willingness to learn
  • Savvy in use of Software as a service (SaaS) or web-based applications
  • Understanding and comfort with sales positioning and marketing will be an advantage
  • Time in veterinary practice or a solid understanding of how veterinary practices function required
  • Ability to effectively communicate and collaborate with customers, management, and peers
  • Ability to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily
  • Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions
  • Effective listening skills that are utilized to discover customer needs and adapt your approach and demeanor to different situations.
Benefits
  • Opportunity for annual equity award
  • Opportunity for annual cash bonus
  • Health / Dental / Vision Benefits
  • Day-One 5% matching 401k
  • Additional benefits include but are not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecustomer engagementSaaSpractice management systemsintegration featuresbest practicessales positioningmarketing strategiescustomer satisfactionrapport building
Soft Skills
interpersonal skillscommunicationcollaborationtime managementdecision makingactive listeningadaptabilityrelationship managementproblem solvingprioritization