Senior Manager Customer Support - EzyVet Software

The Senior Manager Customer Support - EzyVet Software is a technical customer-facing professional 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.Why this role matters:We build some of the most innovative products in the veterinary diagnostic and software industry, each of which helps keep our pets happy and healthy.In this role:• You will lead, coach, and develop a global team of outstanding Team Leaders and agents providing world-class technical 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 custo...