Title: Vet Clinic Retention Associate

Location: Remote

Department: Sales and Retention

Employment Type

Full time

Job Description:

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

About the Position

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

Benefits (Full Time Roles)

• 100% remote within the USA

• Medical, Dental, and Vision Insurance

• Automatic 401k contribution

• Employee referral program

• At home office set up

• Bi-annual company retreats

• Open vacation policy

• Equity

• Monthly team events

The typical base pay range for this role across the U.S. is: $50,000/year - $75,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $70,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.