Job Description

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.

So, what does that mean for you? 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.



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