Job Description
Customer Retention Manager
REMOTE
CUSTOMER EXPERIENCE
FULL TIME
About Us
Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America’s pets healthy. Vetcove’s eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 10,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states.
We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. We’re completely revolutionizing the way veterinarians discover and buy products, and how animal health brands engage their veterinary customers.
Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We’re looking for exceptionally talented and passionate people to join our growing team.
About the Position
The Customer Experience Role is responsible for engaging and growing our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform.
Members of the CX team work collaboratively to deepen our relationships with our users in a 1:1 setting, as well as through our ambassadors program, our internal discussion boards, community events, educational courses & webinars, weekly giveaways, and collaborative content. This role also plays a pivotal part in providing both an incredible first impression during the onboarding process, and a delightful day-to-day experience for every user and partner.
The ideal candidate is a proactive self-starter who thrives in a team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals.
What you’ll do
- Design and lead new community development projects
- Train, educate, and develop new Vetcove users through platform demos and our onboarding process
- Support existing Vetcove users through answering questions, providing education, troubleshooting via live chat and video/phone calls
- Create engaging content that educates and supports all veterinary professionals, including doctors, veterinary technicians, and inventory specialists
- Solicit feedback form our users in order to understand how to evolve our platform and our services to best suit their needs
- Work cross-functionally to provide our engineering teams with information on feature requests and recommendations for enhancements to our tools Help to continuously develop and expand processes in order to streamline CX workflows
What you’ll need
- 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 a plus