Job description
Covetrus
Customer Success Manager-Scale
Candidates must live within the eastern or central time zone, southeast location.
Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, with more than 5,000 employees, serving over 100,000 customers around the globe.
Summary:
The role of the Customer Success Manager, Scale is to grow and retain Covetrus’ technology customers. This position has full accountability and responsibility for meeting and exceeding specified organizational goals while managing all aspects of client engagement, product adoption and ensuring positive success outcomes and customer experience delivery. In this role you will master the incredible business transformation we offer veterinary practices, including how the Prescription Management platform enables them to manage prescriptions and renewals, increases client compliance, reduces inventory, and provides overall business growth and better patient care.
Role & Responsibilities:
- Identify growth opportunities and implement the needed protocols and processes to increase sales from current customers; leveraging our tools, plan your engagement activities prioritizing the highest potential for growth.
- Work directly with existing customers, identify opportunities for re-engagement by implementing success plans to ensure goals are achieved and practices are consistently proactively recommending products on their online pharmacy.
- Identify key decision makers and practices’ needs/pain points and be able to tie-back and implement platform solutions to solve customer needs. Be a true consultant and trusted advisor to provide innovative ideas and solutions to customers to meet their needs and ensure success on the platform.
- Drive product and feature adoption, ensuring customer value realization and platform utilization optimization, acting as a consultative resource to support in-clinic workflow adjustments when needed.
- Advocate for customers internally and serve as an escalation point for any issues impacting customer satisfaction.
- Prepare and present regular engagement plans, within the Customer Success team, and with the account managers in your territory.
- Maintain comprehensive, accurate and timely Customer Relationship Management system records for all accounts; capture activities to foster internal cross-functional partnership and accurate pulse of customer engagement, as well as reportable Voice of the Customer data.
- Monitor your own performance metrics against quarterly and annual goals, continuously adjust plans and daily execution to ensure goals are met.
- Deliver training and consulting type engagements to drive success outcomes for customers as well as increased advocacy and loyalty, adapting to customer journey events.
- Collaborate with your sales partners on executing your engagement plan.
- Provide practice success review outreach to highlight successes and areas of opportunities, adapting to customers’ primary outcomes, demonstrating our value proposition, presenting return on investment and driving customer growth.
- Contribute to the evolution of our customer-facing material and the Customer Success playbooks.
- Other duties may be assigned.
REQUIRED QUALIFICATIONS
- B.S. or B.A. in business or scientific discipline. Veterinary education a definite plus.
- 5+ years’ experience in veterinary practice greatly preferred, ideally as a practice manager.
- Previous experience as an account manager or customer success manager preferred
- Understanding of the veterinary/animal healthcare industry preferred.
COMPETENCIES (SKILLS AND ABILITIES)
- Highly goal-oriented and self-motivated with the ability to prepare and present goal-focused business proposals
- Strong ability to multi-task, prioritize, maintain focus, and manage multiple strategies at once
- Effective interpersonal skills—able to quickly establish rapport at any level of an organization
- Able to absorb and articulate technical information
- Strong/advanced presentation skills; ability to present and train platform functionality to all audiences
- Great organizational and problem-solving abilities with excellent time management skills
- Ability to work independently while being a great team player
- Strong attention to details, with the ability to manage strategy and details concurrently
- Sincere empathy and fierce desire to gain, retain, and grow customers
- Strong communication skills with the ability to manage all aspects of client and stakeholder engagement
- Computer and online proficiency (Excel, Word, PowerPoint, Outlook, Salesforce)
- Quick and avid learner, especially with veterinary medical and pharmaceutical terminology
- Resiliency and flexibility in ever evolving start-up environment
- Proven ability to work within teams which are highly matrixed and cross-functional
Travel & Additional Job Requirements
- 10-25% Travel Required
- Monthly or at a minimum quarterly travel to visit top partner accounts in-person, attend sales meetings, tradeshows and perform joint-visits/ride-withs with Covetrus sales professionals and manufacture reps.
This full-time position provides:
- Medical, dental, vision, and other insurance options
- 401(k) with company match
- Progressive Flexible Time Off (FTO) and Paid Time Off (PTO) plans
- Paid holidays
- Growth opportunities and more!
Covetrus is an equal
opportunity/affirmative
action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Jobs that are in Colorado:
If you are a Colorado applicant, you are eligible to receive information about the salary range and benefits for this role. Please contact
recruitment@covetrus.com
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