Aftercare Consultant

Gateway Services Inc

About The Position

The Aftercare Consultant is responsible for managing and growing a defined book of business, dedicating approximately 80% of their time to existing customer relationships and 20% to developing new accounts. This role focuses on maximizing the value of existing partnerships by identifying opportunities for service expansion, ensuring exceptional client care, and supporting veterinary partners in delivering compassionate aftercare options to pet families. The Aftercare Consultant also works closely with the Business Development Manager to transition new customers smoothly into long-term partnerships, ensuring a positive onboarding experience and continued support after the initial sale.

Requirements

Previous industry experience or familiarity with veterinary clinics or the veterinary industry strongly preferred
Minimum three (3) years of account management experience preferred
Proven success managing and growing client relationships
Experience with Microsoft Office Suite and CRM systems
Comfortable working toward Key Performance Indicators (KPIs)
Clean driver’s record and access to a reliable vehicle
Excellent verbal communication skills with the ability to present complex topics clearly
Strong written communication skills for emails, reports, and client correspondence
Active listening skills to understand client needs and deliver appropriate solutions
Self-motivated with strong initiative and goal orientation
High level of integrity and professionalism
Ability to manage stress, deadlines, and competing priorities with confidence
Positive attitude and enthusiasm that builds trust with clients
Strong teamwork and collaboration skills
Empathy and sensitivity when working with veterinary professionals and clients
Excellent organization and time management abilities
Persuasive communication and relationship-building capabilities
Reliable, accountable, and able to work independently with minimal supervision
Strong problem-solving and fact-finding skills

Responsibilities

Maintain and grow existing customer relationships through proactive engagement and service support
Meet or exceed territory customer retention goals
Meet or exceed Book of Business growth targets
Conduct regular client visits to strengthen relationships and maintain a strong market presence
Proactively perform weekly outbound customer outreach
Identify opportunities to upsell services and products within existing accounts
Monitor customer usage trends and identify accounts where revenue may be declining
Develop retention strategies and service improvements to maintain long-term partnerships
Create and execute an annual territory sales and marketing strategy aligned with company goals
Collaborate with the sales team to develop effective service and sales strategies
Act as a trusted advisor to veterinary clinics and industry partners
Respond to customer inquiries and concerns within the same business day
Conduct strategic account reviews to assess service needs and identify growth opportunities
Partner closely with operations teams to develop effective service strategies
Support the onboarding process for new customers in partnership with the Business Development Manager
Monitor competitive activity and position Gateway as the preferred service provider
Maintain accurate records and activity reporting using CRM tools
Complete weekly, quarterly, and ad hoc reporting requirements
Participate in sales training and effectively utilize sales tools and materials