Veterinary Customer Relationship Manager

Veterinary Customer Relationship Manager

Requirements

• 2+ years experience in ezyVet software
• Strong knowledge and understanding of customer needs, with the ability to establish and maintain a high level of customer trust and confidence
• Solid analytical skills – ability to analyze problems, identify alternative solutions, and implement recommendations in support of customer success goals
• Excellent verbal and written communication skills and presentation skills. Ability to present and explain information in a way that establishes rapport; persuades others; and gains understanding
• Is able to establish commercial expectations with customers when discussing deployment of new products and services
• Proven ability to drive customer adoption, satisfaction, and workflow optimization
• Experience in providing support and resolving customer issues in a timely manner.

Responsibilities

• Develop and maintain strong relationships with assigned ezyVet corporate/key strategic accounts, acting as a trusted advisor and primary point of contact
• Collaborate with ESAMs, Support teams, Product teams, Sales teams and where applicable wider IDEXX teams to understand customer objectives, challenges, and requirements, ensuring alignment with our solutions and services
• Proactively engage with customers to identify opportunities and solve issues
• Collaborate with Implementation teams, overseeing the successful handover of new customer sites to BAU process
• Develop and execute tailored customer success plans, driving product adoption, customer satisfaction, and value realization
• Monitor customer health and proactively identify risks or issues that may impact customer success, collaborating with internal IDEXX teams for resolution
• Be accountable for ongoing training, and provide resources to customers, ensuring they have the necessary knowledge and tools to maximize product utilization
• Collaborate with internal customer support teams to ensure prompt and accurate handling of customer issues, working towards quick resolution and customer satisfaction
• Track and provide summary documentation of support cases, feature requests and progress on bug fixes. Ensuring all relevant information is captured and shared with the customer and appropriate internal teams
• Collaborate with VetSoft Sales teams to identify opportunities for expansion within assigned accounts
• Conduct regular business reviews with customers to review performance metrics, provide insights, and identify areas for improvement
• Demonstrate the value of our solutions to customers and support business cases for renewals and expansions
• Act as a customer advocate, gathering feedback and insights to drive enhancements and improvements
• Serve as a liaison between customers and internal teams, effectively communicating customer needs, requirements, and feedback
• Provide thoughtful and professional commentary regarding organization updates, business realignment and contractual terms.

Preferred Qualifications

No preferred qualifications provided.