Vet Clinic Retention Associate

The Customer Retention team is responsible for maintaining and strengthening existing relationships with our vibrant community of veterinary professionals! The Customer Retention team uses a multifaceted approach to identify weak spots in our relationships with customers, as well as field objections and concerns so that we can work towards a resolution and stronger relationship.

This is achieved through a variety of holistic methods including strategic outbound calling, community events, educational courses & webinars, an ambassador program, email campaigns, reporting, and collaborative content. This role constitutes a vital piece of the overall customer experience journey, so candidates will work closely with both the Customer Experience team as well as the Sales & Growth team.

The ideal candidate is a proactive self-starter who thrives in a team environment. This person will be excited by the challenge of proactively engaging with our customer base and is willing to go the extra mile to ensure all concerns are addressed. Candidates are expected to engage with a large (and quickly growing) community of thousands of passionate veterinary professionals by phone, live chat, email, and video conference. The ideal candidate has a passion for helping others and is empathetic, resilient, and tenacious.

What you'll do

• Strategically identify clinics who may be slipping away as an active customer
• Perform proactive outreach to clinics predominantly via phone in addition to email, live chat, and video conference
• Train, educate, and develop existing Vetcove users so they may engage on the Vetcove platform more deeply and meaningfully
• Field concerns and objections in a level-headed and compassionate manner
• Create engaging content that educates and supports all veterinary professionals, including doctors, veterinary technicians, and inventory specialists
• Engage in highly analytical and critical thinking to best understand the flow of clinics in and out of our active user base
• Solicit feedback from our customers in order to understand how we can better evolve our platform and proactively field any objections clinics may have to using Vetcove
• Work cross-functionally to provide our customer experience team, sales and growth team, as well as our engineering team with information on feature requests and recommendations for enhancements to our tools
• Help to continuously develop and expand processes in order to streamline customer retention workflows and strategies

You should have

• Bachelors Degree
• 1-3 years of relevant, customer facing work experience
• Excellent written and verbal communication skills
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to help our customers succeed
• A positive attitude and one-for-all team mentality
• Ability to give highly engaging presentations and demos
• Experience on tech platforms a plus
• Veterinary Industry experience strongly preferred