Customer Success Manager - Vello

Idexx • Westbrook, ME

15d • Hybrid

About The Position

As a Vello Customer Success Manager (“CSM”) within the Veterinary Software division, you would be responsible for managing the relationship between IDEXX and a targeted subset of our Vello customers with a goal of expanding the lifetime value of the customer. This role will primarily focus on migrating Pet Health Network Pro customers and ensuring the successful adoption of Vello across the entire customer base. Responsibilities include assisting with the setup and configuration of Vello along with the integration features within the practice management systems (Cornerstone, ezyVet, Neo) and providing education on best practices for Vello Client Communications. You will be the voice of the customer and focused on their continued success with our products and services. You will work closely with Sales Professionals, Product Managers and Marketing Teams to develop strategies to maintain and expand your account portfolio through education, promotion of integrated solutions and professional services, consulting on adoption of best practices. No two days will ever be the same. The Customer Success Manager positions are offered as virtual office based or hybrid if you reside in Westbrook, ME or Frisco, TX, with a potential for some travel required for practice field experience and perspective. You would utilize a wide array of programs including, but not limited to Gainsight, Salesforce, GuideCX, JIRA, Outlook, Excel, etc., to plan, execute, and measure customer engagement efforts. The Customer Success Manager position is a career opportunity that utilizes your collaborative, communication, consultative and technical skills, to help improve the utilization and engagement of practices with IDEXX Veterinary Software products. In the role of Customer Success Manager - You will be 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, addresses questions/issues/problems/concerns. You can expect to have a dynamic and exciting career with IDEXX. Our day to day consists of meeting new people and building relationships with our customers. You will be able to build relationships and work as a positive team player. You will be challenged every day as you work alongside the best team in the industry. The CSM role continues to evolve to best support our customers’ needs, so you can expect continued growth within your position through comprehensive training programs.

Requirements

• 2-4 + years of experience in a customer focused environment with prior use / familiarity of ezyVet, Cornerstone, and/or Neo practice information management systems
• strong customer facing inter-personal and rapport building skills along with the ability to have an open mind and a willingness to learn is essential
• savvy in use of Software as a service (SaaS) or web-based applications
• quickly learn the Veterinary Software portfolio products and new business tools
• Time in veterinary practice or a solid understanding of how veterinary practices function required. (including practice workflow, practice roles, and client communication)
• effectively communicate and collaborate with customers, management, and peers is a must
• build strong customer and peer partnerships that allow you to gain confidence and trust from others easily
• plan and prioritize work in a dynamic environment and make quality, timely decisions
• effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations

Nice To Haves

• IDEXX PIMS and/or Pet Health Network Pro experience preferred but not required
• understanding and comfort with sales positioning and marketing will be an advantage

Responsibilities

• managing the relationship between IDEXX and a targeted subset of our Vello customers with a goal of expanding the lifetime value of the customer
• assisting with the setup and configuration of Vello along with the integration features within the practice management systems (Cornerstone, ezyVet, Neo)
• providing education on best practices for Vello Client Communications
• develop strategies to maintain and expand your account portfolio through education, promotion of integrated solutions and professional services, consulting on adoption of best practices
• 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, addresses questions/issues/problems/concerns

Benefits

• Competitive base salary targeted range 55,400-88,600 - Actual target for role would be 67,000
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed