Digital Customer Success Manager

Petvisor

67d • $26 - $28

About The Position

The Digital Customer Success Manager (DCSM) owns the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment for our ‘Starter’ group of customers across all Petvisor brands. The DCSM is responsible for ensuring the overall success of 700+ accounts, supported by robust ChurnZero and Pendo automation. The DCSM is adept at time management, discovery questions, and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, webinars, and conversations. Successful DCSM are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions.

Requirements

• 1+ years of experience in Sales Development or Customer Success
• Excellent phone communication, organizational, and time management skills
• Tactful and poised under pressure when dealing with challenging interpersonal situations
• Thrives in cross-functional collaboration and working closely with others in a team environment
• Curious about customer trends; interested in utilizing data analytics to plan communication campaigns strategically targeted to the segment and customer life-cycle stage

Nice To Haves

• Digital engagement experience (ChurnZero experience is a plus)
• Experience with Salesforce, a CS tool, or automation tools is a plus
• Veterinary experience is a plus!

Responsibilities

• Focus on identifying growth opportunities through value-driven conversations
• Proactively reach out to customers through phone call engagement
• Work in a team environment, coordinating efforts with fellow team members, and share best practices, insights, and learnings across the CSM team
• Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
• Apply critical thinking and data analytics to proactively manage and address customer success and related issues throughout the customer life cycle
• Fully understand customer requests, document and engage appropriate resources in support and product as needed
• Leverage technology and manage a digital strategy to engage with a large book of business

Benefits

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Paid Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees