Customer Success Manager - Veterinary Software

We have an exciting opportunity for a pro-active team player to join our passionate and diverse Customer Operations team as a Customer Success Manager. As a Customer Success Manager, you will work with independent and corporate veterinary clinics to onboard them to their new IDEXX software system. You will act as a consultant and subject matter expert to ensure best practices are followed and the clinic is set up for success. This is a virtual role requiring travel and possible overnight stays on a regular basis to support customer onboarding and team meetings.

Who you are

• You have clinical veterinary certification as either a qualified vet or vet nurse.
• Must have experience with Animana and Smartflow.
• You have the ability to build strong relationships and work with teams, peers, and external partners on cross-organization initiatives.
• This role requires you to be comfortable working in English.
• You’re renowned for being a great people person with a positive and professional attitude.
• You’re confident with strong communication skills and are genuinely passionate about looking after your clients.
• You take great pride in being willing and able to help others.
• Your colleagues appreciate you for being very well organized with an ability to juggle many client demands at any one time.
• You problem-solve complex subjects whilst keeping a calm exterior.
• You pride yourself on your attention to detail and like to be able to look back on a job well done.
• You effortlessly adapt to your audience’s needs and are constantly assessing the effectiveness of your communications to ensure you’re understood.
• You’re a great listener and patient teacher of people with varying skills and experience levels.
• You are great at planning ahead and always start with the end in mind to ensure that your clients are future-proofed.
• You work well under pressure with tight time constraints but are also not afraid to take a step back and look critically at what needs to be done.
• Due to the nature of SaaS, you should be comfortable with change and ambiguity, showing resilience and agility.
• You are skilled in objection handling, enabling you to keep the client focused whilst managing the change process.
• You thrive on traveling to see “your” clients and are happy to be away from home on a regular basis.

What you’ll do

• Client Delivery

• Deliver on-site and remote consulting and training sessions to implement best practice workflows. Experience in a consultancy position is expected.
• Deliver remote implementation and training sessions to configure and set up client accounts.
• Develop robust solutions to clients’ problems through active listening and questioning to identify actual needs rather than just the questions asked.
• Take accountability for quality of delivery and actions taken.
• Work alongside the Account Management team to reach out to existing clients as needed.

• Set clear expectations and deadlines to balance the needs of the customer and company.
• Deliver high-quality customer-facing sessions in line with documented processes.
• Plan and prepare thoroughly for each client session to ensure relevance and effectiveness.
• Manage your own diary to ensure efficient travel and remote client sessions.
• Respond to consulting questions and troubleshooting from client sessions.
• Triage questions to Customer Support as needed.
• Liaise with the Data Services team to manage client data conversion.
• Perform detailed conversion checks on client PIMS data and manage client feedback.
• Complete all associated admin accurately and timely.

• Use existing procedures while striving for excellence and continuous improvement.
• Maintain close contact with IDEXX Veterinary Software and diagnostic sales teams to ensure understanding of our value proposition.
• Stay in close contact with the regional Customer Support team.
• Work with the Product team to provide experience and customer feedback to influence development solutions.
• Provide subject matter expertise to the business.
• Identify sales opportunities and support a consultative sales approach.

Why IDEXX:

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer.