IDEXX Veterinary Software and Services - Vello Product Specialist – Vello Integration with Cornerstone

IDEXX•Westbrook, ME

4d•$64,000•Hybrid

About The Position

As a Vello Software Product Specialist (“PS”) your primary role would be the consultant, coaching veterinary practices on the set up and configuration of their Vello software and Vello Client Communications integration with ezyVet. In this role you are both trainer and consultant, guiding the customer to understand how the choices they make in the design of their software/s will impact the way their staff is able to execute workflow in the practice. In this role, you will also be consulting/encouraging Vello best practices - Preventative Care – Printed Postcard Adoption and any other features that will help the practice grow, increase revenue and increase patient care and get the most out of Vello. In addition to Vello, the role may also require taking on additional skills/onboarding of additional products (IDEXX DX Integrations, Cornerstone/Professional Service Training, SmartFlow, rVetLink, Neo, ezyVet, etc.) as business needs change. The Product Specialist positions are virtual based with up to 25% travel. Examples of travel include but are not limited to: customer adoption assistance, educational summits, professional training, and occasional software launches. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth. You will be answering customer questions, explaining products and services, instructing in use of equipment, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities. Determines customer needs, researches and provides solutions, coordinating with other team members as needed. Ensures ongoing customer satisfaction and continuing strong customer relationships. Supports quality management system and other compliance requirements.

Requirements

Technical aptitude- early adopter of new technology
Experience training adult learners (formal or informal) preferred but will be trained for the correct candidate.
Comfortable with public speaking and leading meetings with more than 1 participant
Ability to consult with individuals on best practice guidelines as provided by product teams
To be successful in this role you will need to have expertise in setting and managing customer expectations, along with a demonstrated ability to lead without authority.
Excellent verbal and written communication skills; ability to present and explain information in a way that establishes rapport and persuades others and gains understanding.
A general business understanding of the veterinary industry, and how veterinary practices function is preferred (Including practice workflow, practice roles, client communication and preventative care/best practices).
You will be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.
You will have the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions.
Attention to detail and ability to track, diagnose and determine next steps in a plan. Ability to diagnose, troubleshoot and resolve customer issues, including both business and technical issues, and drive resolutions that benefit the customer and IDEXX.
It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations.
You must be comfortable learning and using technology (SaaS programs) and working with computers. You will use a combination of telephone, email, Salesforce (CRM), GUIDEcx (project management app) and other SaaS solutions to ensure a high-quality experience with onboarding.
ezyVet knowledge
Highly organized
Detail oriented
Analytical thinking skills
Technical aptitude for SaaS products
Enthusiastic Attitude
Professional Persistence
Ethical
Ability to influence without authority
Authenticity
Self-Motivated
Ability to manage multiple priorities and remain composed during busier times
Affinity for web-based tools and solutions
Ability to work independently and willingness to collaborate as part of a team
A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained.

Responsibilities

Consulting veterinary practices on the set up and configuration of their Vello software and Vello Client Communications integration with ezyVet.
Guiding the customer to understand how the choices they make in the design of their software/s will impact the way their staff is able to execute workflow in the practice.
Consulting/encouraging Vello best practices - Preventative Care – Printed Postcard Adoption and any other features that will help the practice grow, increase revenue and increase patient care and get the most out of Vello.
Answering customer questions, explaining products and services, instructing in use of equipment, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.
Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
Ensures ongoing customer satisfaction and continuing strong customer relationships.
Supports quality management system and other compliance requirements.

Benefits

Opportunity for annual cash bonus
Benefits Day-One
On the job training and career advancement opportunities (experience NOT required)
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more

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