Senior Customer Success Manager - Vello

As a Vello Customer Success Manager (“CSM”) within the Veterinary Software division, you would be responsible for managing the relationship between IDEXX and a targeted subset of our Vello customers with a goal of expanding the lifetime value of the customer. This role will primarily focus on migrating Pet Health Network Pro customers and ensuring the successful adoption of Vello across the entire customer base. Responsibilities include assisting with the setup and configuration of Vello along with the integration features within the practice management systems (Cornerstone, ezyVet, Neo) and providing education on best practices for Vello Client Communications. You will be the voice of the customer and focused on their continued success with our products and services. You will work closely with Sales Professionals, Product Managers and Marketing Teams to develop strategies to maintain and expand your account portfolio through education, promotion of integrated solutions and professional services, consulting on adoption of best practices. No two days will ever be the same.

The Customer Success Manager positions are offered as virtual office based or hybrid if you reside in Wesbrook, ME or Frisco, TX, with a potential for some travel required for practice field experience and perspective.

You would utilize a wide array of programs including, but not limited to Gainsight, Salesforce, GuideCX, JIRA, Outlook, Excel, etc., to plan, execute, and measure customer engagement efforts. The Customer Success Manager position is a career opportunity that utilizes your collaborative, communication, consultative and technical skills, to help improve the utilization and engagement of practices with IDEXX Veterinary Software products.

In the role of Customer Success Manager -

• You will be performing variety of customer service activities for internal and external customers, providing information, resolving issues, and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.
• You can expect to have a dynamic and exciting career with IDEXX. Our day to day consists of meeting new people and building relationships with our customers.
• You will be able to build relationships and work as a positive team player. You will be challenged every day as you work alongside the best team in the industry.
• The CSM role continues to evolve to best support our customers’ needs, so you can expect continued growth within your position through comprehensive training programs.

What do you need to succeed?

• You will have 4 + years of experience in a customer focused environment with prior use / familiarity of ezyVet, Cornerstone, and/or Neo practice information management systems.
• You will possess strong customer facing inter-personal and rapport building skills along with the ability to have an open mind and a willingness to learn is essential.
• You will be savvy in use of Software as a service (SaaS) or web-based applications.
• You will quickly learn the Veterinary Software portfolio products and new business tools. IDEXX PIMS and/or Pet Health Network Pro experience preferred but not required.
• You will possess understanding and comfort with sales positioning and marketing will be an advantage. Time in veterinary practice or a solid understanding of how veterinary practices function required. (including practice workflow, practice roles, and client communication).
• You will effectively communicate and collaborate with customers, management, and peers is a must. You need to be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.
• Essential to success are the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions. 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.

What you can expect from us

• Competitive base salary
• Opportunity for annual equity award
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits include but are 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

We’re proud of the work we do because our work matters. An innovation expert in every industry we serve, we follow our Purpose and Core Values 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 over 10,000 talented employees globally.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that encourages learning and discovery. At IDEXX, you will be motivated by generous compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

IDEXX values diversity and encourages women, people of color, LGBTQ persons, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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