Qualifications
Responsibilities
Benefits
The Senior Manager Customer Support - EzyVet Software is atechnicalcustomer-facingprofessional who possesses initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change. A deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.
In this role:
• You will lead, coach, and develop a global team of outstanding Team Leaders and agents providing world-classtechnical support on IDEXX ezyVet.
• You will provide regular updates to leadership and handle escalations.
• You will be accountable for team integrity, product support excellence, decision-making, SLAs, Client success, career development, communications, and support outcomes.
• You will implement and execute processes to streamline issue investigations and resolutions .
• You will provide an environment to teams that encourages continuous improvement and mentorship.
• You will maintain solid customer relationships by handling their questions and concerns with speed and professionalism efficiently.
• You will understand and articulate the customer’s requirements to ensure that the customer’s optimal success criteria are met .
• You will partner with Product Management, Engineering, Implementation, and the Customer Success organization to define, maintain, and leverage account health indicators; provide regular status reports to stakeholders on progress against established goals.
• You will retain top talent through collaboration and career growth.
• You will lead cross-functional efforts to address call drivers.
• You will drive cross-departmental strategic initiatives identified in partnership with various stakeholders such as Customer Success and Implementations.
• You will oversee the global scheduling and organizing of support based on customer requests for a 24/7 support model.
• You will participate in client meetings to strengthen relationships as needed to understand the customer requirements, determine further opportunities, resolve escalations and address the root cause of issues.
What you need to succeed:
• 5+ years in a leadership role, driving customer service and success in a customer-facing organization.
• Strong communication skills (written and verbal), public speaking skills are required.
• Attract and retain top talent.
• Experience partnering with cross-functional teams to develop a customer support model to fit customer demand.
• Strategic mindset towards organizational efficiency, constantly optimizing processes.
• Navigate operational improvements with our engineering team to identify tooling and automation that will both enable faster customer issue resolution.
• Team mentorship, remove barriers to customer and team success. Provide live coaching sessions on a regular, recurring basis with all direct reports.
• Performance management: conduct one-on-one sessions with employees to review cases and assist in associate growth and development.
• Responsible for ensuring proactive engagement with customer base while supporting and managing escalations.
• Possess initiative, a positive and resourceful mindset, and the ability to learn quickly and adapt to change.
• Organized self-starter with tenacity, drive, and enjoys working in a collaborative fast-paced environment to ensure swift resolution of issues and an exceptional customer experience.
• Enstills a deep commitment to quality is essential, as well as demonstrated creative troubleshooting skills.
• Skilled inimplementingescalation prevention measures.
• High-energy leader with vision to see problems and potential solutions.
• Strong staff leadership and mentoring skills.
• Self-starter and ability to work in a fast-paced culture.
• Experience in driving problems and engaging with appropriate teams and resources.
• A thought leader who expresses facts, thoughts, and ideas in a clear, concise, convincing, and organized manner.
• Empathetic and passionate about technology, products and customers/end-users.
• Strong analytical and problem-solving skills.
What you can expect from us:
About IDEXX
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