Customer Service Manager
About The Position
We are seeking a Customer Service Manager to lead the end-to-end customer journey for Vytelle ADVANCE services in Australia and New Zealand. This role owns the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial. This is not a transactional support role. You will be the face of the customer internally ensuring they feel heard, informed, and supported at every touchpoint. You will be accountable for their success, while championing a culture of empathy, context-sharing, ownership, and continuous improvement. Customers include on-farm producers and Vytelle satellite partners.
Requirements
- Proven success in customer success, service, or coordination role.
- Strong verbal and written communication with an emphasis on listening and empathy.
- Excellent time management, prioritisation, and detail orientation.
- Confident navigating systems (CRM, ticketing, customer software).
- Ability to travel occasionally as required.
Nice To Haves
- Knowledge of bovine reproduction, IVF or cattle industry.
- Experience working with agricultural/life sciences organisations.
- Located in or near Brisbane or Melbourne labs (preferred but not essential)
Responsibilities
- Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback.
- Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes
- Own post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks.
- Proactively gather and use customer feedback to drive improvements in experience and retention.
- Build strong, empathetic relationships based on trust, transparency, and responsiveness.
- Onboard, train and drive the Vytelle.io experience and use of RSVP tool
- Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer.
- Support Field Ops with accurate, timely information for travel, logistics, and materials planning.
- Liaise with customers to confirm matings, semen details, paperwork, and service logistics.
- Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets.
- Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications.
- Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness.
- Own regional ticketing system working across departments to drive prevention, triage, remedy and communication
- Conduct proactive outbound engagement including lead follow-up, warm prospect outreach, and lapsed customer reactivation to drive service demand and pipeline growth.
- Partner with Commercial and Field Operations teams to identify target customers and coordinate outreach strategies aligned with regional growth priorities.
- Use HubSpot CRM and Vytelle.io to track outreach activity, customer insights, and opportunity progression.
- Engage past customers to understand previous outcomes, address barriers to rebooking, and identify opportunities to reintroduce Vytelle ADVANCE services.
- Maintain a structured cadence of outbound communication including calls, email follow-ups, and relationship-building touchpoints.
- Lead customer coordination for Australia, and New Zealand
- Assist in aligning lab and customer schedules to meet regional demand
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What This Job Offers
Job Type
Full-time
Career Level
Manager
