Care Partner Relationship Manager

Truss Veterinary Alliance, LLC•Durham, NC

11d

About The Position

The Care Partner Relationship Manager is a relationship-driven, operationally minded team member who partners with veterinary clinics across Truss Vet’s clinic footprint to maximize Care Partner engagement, retention, and awareness of Truss Vet – Veterinary Urgent Care’s capabilities. The role sits at the intersection of clinical operations and care partner relations, supporting clinic staff with referral pathways and helping internal teams deliver seamless care partner experiences. The position involves significant travel between clinics in North Carolina, South Carolina, Tennessee, and the broader Southeast. The role is designed to scale to as many as 10 markets as the company grows. The work environment includes office time for reporting and planning, travel to clinic locations, and virtual and in-person meetings with partners and internal teams. Travel is approximately 75%, with a travel budget allocated. The role focuses on maintaining and growing clinic relationships, acquiring new care partners, repairing relationships when issues arise, and tracking care partner referral activity and related metrics. Candidates may come from relationship management roles such as client success, sales, strategic partnerships, or account management, with veterinary or healthcare industry experience identified as relevant. Basic metric tracking and trend analysis skills are a plus; advanced analytics are not needed, and Excel proficiency is sufficient.

Requirements

Strong relationship-building and problem-solving ability.
Comfort communicating with both clinical leadership and clinic staff about referral processes.
Ability to build partnerships in a consultative, non-pushy manner by asking questions, listening, and focusing on partnership value.
Adaptability when shifting between relationship-building and operational problem-solving.
Ability to build trust with people across different roles and personalities and understand what drives clinic success.
Ability to explain complex clinical concepts accessibly and communicate clearly in person, by phone, and in writing.
Organization and attention to detail, including the ability to manage a schedule, travel logistics, and follow-up systems with minimal oversight.
Ability to identify opportunities, build a pipeline, and guide partners toward decisions.
Growth mindset and willingness to keep learning and contribute to personal, career, and team development.
Willingness to take on varied tasks and work entrepreneurially.
Willingness to travel extensively across the Southeast; the role lists travel at 75%.
Alignment with the company’s core values.
Basic ability to track metrics, analyze trends, and use data to inform strategy is a plus; Excel proficiency is sufficient, and advanced analytics are not needed.

Nice To Haves

Experience in relationship management, such as client success management, sales, strategic partnerships, or account executive work.
Prior experience in the veterinary or healthcare industries.
Basic metric tracking, trend analysis, and use of data to inform strategy; Excel proficiency is sufficient.

Responsibilities

Build and maintain relationships with existing Care Partner clinics through regular visits, calls, and touchpoints.
Improve retention and engagement by understanding each clinic’s case-sharing patterns, pain points, and growth opportunities.
Identify and execute expansion opportunities within existing partner clinics.
Conduct in-person training and consultations at clinic locations to demonstrate Truss Vet’s capabilities and streamline client transfer processes.
Track and analyze Care Partner visit volume and engagement metrics to identify trends and opportunities.
Accurately document procedures and relevant details related to care partner relationship management.
Work professionally, efficiently, and compassionately with care partners, clients, and clinical staff.
Identify and contact prospective veterinary clinics in assigned markets.
Partner with Practice Managers and clinical teams to create customized plans for partner engagement, marketing, and maintaining new relationships.
Communicate Truss Vet’s value proposition in language that resonates with clinic leadership and clinical staff.
Facilitate patient referrals and ensure a smooth initial experience to establish new partnerships.
Identify partners whose case-sharing patterns have changed or stopped, and diagnose the cause.
Ask Care Partners about past negative experiences with Truss Vet and facilitate resolution between partner clinics and the relevant Truss Vet team.
Ensure partner feedback reaches the appropriate clinic team and that follow-through is visible to the partner.
Track transferred-case volume over time, changes in partner behavior or transfer patterns, and case types and acuity across Truss Veterinary clinics and their care partners.