Veterinary Customer Relationship Manager

We’re excited to be hiring a Veterinary Customer Relationship Manager to join our team at IDEXX Veterinary Software. Would you say you have a problem solving mindset? Do you have a knack for helping others and building long term relationships? Are you looking for a new opportunity to take you customer relationships to the next level?We’d love to hear from you!

This role can be based hybrid from our Frisco, TX or Westbrooke, ME offices. We are also open to remote candidates!

So, what will a VetSoft Customer Relationship Manager be doing? you will play a critical role in managing and nurturing customer relationships to drive satisfaction, utilization, and growth. With a focus on ezyVet customers, you’ll work closely with the ezyVet product, support, implementation and ESAM teams, to ensure a seamless customer experience. Your focus will be on post-sales activities, supporting customers throughout their journey, and maximizing the value they receive from ezyVet software and services.

But what is ezyVet you ask? ezyVet is a cloud based Veterinary Practice Management Software. We provide easy to use Software that helps veterinary practices save time, increase revenue, communicate better with clients and reduce workload stress. We are a premium software product and a part IDEXX’s Veterinary offerings. Pets and tech, it’s a winning combo! 

Within IDEXX we are a part of the IDEXX Veterinary Software portfolio. With a focus on software solutions, we are dedicated to enhancing the health and well-being of pets, people, and livestock around the world. Through the power of the cloud, our solutions simplify the flow of information across any practice and link vets to what they need when they need it. Patient data. Client communications. Business insights. All at their fingertips.

Our journey is solving veterinary practices’ most pressing needs by focusing on innovation to drive meaningful improvements in animal health.

A bit more about the role, you will:

Customer Relationship Management:

• Develop and maintain strong relationships with assigned ezyVet corporate/key strategic accounts, acting as a trusted advisor and primary point of contact.

• Collaborate with ESAMs, Support teams, Product teams, Sales teams and where applicable wider IDEXX teams to understand customer objectives, challenges, and requirements, ensuring alignment with our solutions and services.

• Proactively engage with customers to identify opportunities and solve issues.

Customer Success and Adoption:

• Collaborate with Implementation teams, overseeing the successful handover of new customer sites to BAU process.

• Develop and execute tailored customer success plans, driving product adoption, customer satisfaction, and value realization.

• Monitor customer health and proactively identify risks or issues that may impact customer success, collaborating with internal IDEXX teams for resolution.

• Be accountable for ongoing training, and provide resources to customers, ensuring they have the necessary knowledge and tools to maximize product utilization.

Support and Issue Resolution:

• Collaborate with internal customer support teams to ensure prompt and accurate handling of customer issues, working towards quick resolution and customer satisfaction.

• Track and provide summary documentation of support cases, feature requests and progress on bug fixes. Ensuring all relevant information is captured and shared with the customer and appropriate internal teams.

Value and Expansion:

• Collaborate with VetSoft Sales teams to identify opportunities for expansion within assigned accounts.

• Conduct regular business reviews with customers to review performance metrics, provide insights, and identify areas for improvement.

• Demonstrate the value of our solutions to customers and support business cases for renewals and expansions.

Customer Advocacy:

• Act as a customer advocate, gathering feedback and insights to drive enhancements and improvements.

• Serve as a liaison between customers and internal teams, effectively communicating customer needs, requirements, and feedback.

• Provide thoughtful and professional commentary regarding organization updates, business realignment and contractual terms.

So what are we looking for?

• 2+ years experience in ezyVet software

• Strong knowledge and understanding of customer needs, with the ability to establish and maintain a high level of customer trust and confidence.

• Solid analytical skills - ability to analyze problems, identify alternative solutions, and implement recommendations in support of customer success goals.

• Excellent verbal and written communication skills and presentation skills. Ability to present and explain information in a way that establishes rapport; persuades others; and gains understanding.

• Is able toestablish commercial expectations with customers when discussing deployment of new products and services.

• Proven ability to drive customer adoption, satisfaction, and workflow optimization.

• Experience in providing support and resolving customer issues in a timely manner.

What you can expect from us:

• Opportunity for annual cash bonus

• Health / Dental / Vision Benefits Day-One

• 5% matching 401k

• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Why IDEXX