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- Tasks: Manage customer relationships and drive satisfaction with ezyVet software.
- Company: Join IDEXX, a leader in veterinary innovation and customer care.
- Benefits: Enjoy competitive salary, health benefits, and a supportive work culture.
- Why this job: Make a real impact on pet health while helping customers succeed.
- Qualifications: 2+ years experience with ezyVet software and strong communication skills.
- Other info: Diverse workplace with opportunities for growth and development.
The predicted salary is between 28800 - 48000 £ per year.
The IDEXX Veterinary Software team is seeking our next Customer Success Manager. In this customer facing role you will play a critical part in managing and nurturing customer relationships to drive satisfaction, utilisation, and growth. With a focus on ezyVet customers, you’ll work closely with the ezyVet product, support, and implementation teams, to ensure a seamless customer experience. Your focus will be on post-sales activities, supporting customers throughout their journey, and maximising the value they receive from ezyVet software and services.
In the role of Customer Success Manager:
- 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 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 realisation. 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 maximise product utilisation.
- 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 organisation updates, business realignment and contractual terms.
What You Need to Succeed:
- 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 analyse 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 to establish commercial expectations with customers when discussing deployment of new products and services.
- Proven ability to drive customer adoption, satisfaction, and workflow optimisation.
- Experience in providing support and resolving customer issues in a timely manner.
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 companion animals healthy and happy, to ensure safe drinking water for billions, and to 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. 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.
Veterinary Software Customer Success Manager in London employer: IDEXX
Contact Detail:
IDEXX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Veterinary Software Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research IDEXX and their ezyVet software. Understanding their values, products, and customer success stories will help you connect with the interviewers and show that you're genuinely interested in the role.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Plus, it’s a great way to get your name out there!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle customer issues or drive product adoption. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your problem-solving skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Veterinary Software Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with ezyVet software and how you've built strong customer relationships in the past. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your excellent verbal and written communication skills. Use clear and concise language in your application to show us you can effectively convey information and build rapport.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've identified customer issues and implemented solutions in previous roles. This will show us that you're proactive and ready to tackle challenges head-on.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you're keen to join the IDEXX family!
How to prepare for a job interview at IDEXX
✨Know Your ezyVet Inside Out
Before the interview, make sure you have a solid understanding of ezyVet software. Familiarise yourself with its features, benefits, and common customer pain points. This will help you demonstrate your expertise and show that you're ready to support customers effectively.
✨Showcase Your Customer Relationship Skills
Prepare examples from your past experiences where you've successfully built and maintained customer relationships. Highlight how you acted as a trusted advisor and resolved issues, as this role heavily relies on nurturing customer satisfaction and trust.
✨Be Ready to Discuss Metrics
Since the role involves monitoring customer health and performance metrics, be prepared to discuss how you've used data to drive customer success in previous roles. Bring specific examples of how you identified risks and implemented solutions to improve customer outcomes.
✨Communicate Clearly and Confidently
Practice your verbal and written communication skills before the interview. You’ll need to explain complex information clearly and persuasively, so consider rehearsing answers to common questions and presenting them in a way that builds rapport with the interviewer.
