Customer Success Manager Jobs in Springfield, IL

Location:Weareactivelyhiringforthisroleinmultiplemarkets.

Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We are bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine.

The Clinic Growth Advisor is fully remote with 75% travel.

The Clinic Growth Advisor serves as a trusted partner to veterinary practices, driving adoption of Covetrus technology solutions, improving operational efficiencies, and enhancing customer satisfaction. This role focuses on proactive customer engagement, platform optimization, growth enablement, and risk mitigation, ensuring practices achieve measurable business outcomes and maintain long-term loyalty. This role will also be responsible for the development of strategies necessary to fully optimize our technology solutions with our veterinary practices and effectively communicating the value of workflow efficiencies within their clinic.

Key Responsibilities

Customer Engagement and Retention

• Ensure Satisfaction:Deliver second-level, high-touch, and tailored engagementto optimize the use of Covetrus platforms and enhance customer experience.

• Proactive Wellness Checks:Conduct regular wellness checks for all clinics in the assigned region (twice annually) to identify and address concerns, ensure adoption, and gather valuable feedback.

• Customer Advocacy:Build trust by understanding customer needs, aligning solutions to their business goals, and providing guidance to improve outcomes with Covetrus tools and services.

• Drive measurable outcomes: Increase dollars in same-store growth and reduce the number of deactivations

• High touch customers: Strong focus on top-tier or strategically significant clinics to drive partnerships with our technology offerings for our clinics' long-term success.

Platform Adoption and Optimization

• Drive Utilization:Guide customers to leverage proactive prescribing, marketing, and auto ship capabilities,ensuring full adoption of Covetrus solutions.

• Consultative Approach:Assist practices in integrating Covetrus tools into their workflows to boost efficiency and drive measurable growth.

• Configuration and Benchmarks:Help customers understand and utilize platform analytics to achieve baseline benchmarks, ensuring measurable return on investment.

Growth and Upselling

• Proactive Sales Support:Collaborate with Veterinary Relationship Managers (VRMs) to identify growth opportunities, target underperforming accounts, and driveworkflow optimization of the tools

• Second-level Demos:Conduct advanced demonstrations of Covetrus solutions to deepen customer understanding and drive faster close rates.

• Upsell Opportunities:Identify and promote additional features and complementary solutions, aligning with customer needs to expand their engagement.

Financial and Operational Support

• Detailed Reporting:Provide customers with financial insights, including usage patterns and recommendations to maximize outcomes.

• Payments Assistance: Resolve customer bankingand payment-related inquiries, ensuring smooth financial operations.

Risk Mitigation and Monitoring

• Monitor Account Health:Identify potential risks through data-driven insights and collaborate with VRMs to proactively address concerns.

• Retention Strategy:Implement risk mitigation plans to prevent churn and enhance customer retention, ensuring continued engagement with Covetrus solutions.

Marketing and Implementation Support

• Value Communication:Ensure customers understand and maximize the value of Covetrus solutions through clear communication and alignment with business goals.

• Optimization Strategy:Partner with customers to integrate marketing strategies that highlight platform benefits, including new platform features that increasepractice growth,efficienciesand client loyalty.

Data Management and Reporting

• Customer Insights:Gather Voice of the Customer data to inform internal strategies, enhance products, and improve the overall customer experience.

Cross-functional leadership

• Serve as a conduit between the clinic and product development, service, and data analytics to provide customer feedback on such things as enhancements, tools needed, marketing solutions, and competitive intelligence to continue to drive vRXPro adoption and utilization.

• Contribute to product development on needs for our technology suite of products for optimization.

Required Qualifications

Education:

• Bachelor's degree in business, life sciences, or a related field. Veterinary education or experience is a plus.

Experience:

• 8+ years in a veterinary practice (e.g., Practice Manager) or related industry role.

• Previous experience in account management, customer success, or similar roles in veterinary, healthcare, or technology sectors preferred.

• Comprehensive understanding of veterinary industry challenges, trends, and technology solutions.

• Adaptability and strong problem-solving skills.

• Experience with objection handling.

• Must have the ability to follow through to solve customer problems and deliver value.

Key Competencies:

• Customer Focus:Strong ability to advocate for customer success and retention with a proactive mindset.

• Communication Skills:Exceptional interpersonal and presentation skills to engage stakeholders effectively.

• Analytical Thinking:Proficient in analyzing customer data to identify insights and improvement opportunities.

• Technology Proficiency:Skilled in Microsoft Office Suite and adapting to new technologies.

• Collaboration:Demonstrated ability to work cross-functionally with VRMs, TAEs, and other internal teams.

• Adaptability:Flexible and resilient in a dynamic, fast-paced environment.

• Strong business acumen and executive presence.

• Demonstrated ability to influence decision makers

• Strong presentation skills, including development and creation of content and materials.

• Prioritizes customers based on account risk and potential.

Travel Requirements

75% for high profile in person visits to support account team, trade shows

Why Join Covetrus?

Covetrus is dedicated to transforming veterinary practices through innovative solutions and exceptional service. As a Clinic Growth Advisor, you'll play a pivotal role in empowering practices to optimize their operations and achieve outstanding results. Join our team and contribute to advancing veterinary care and customer success across the industry.

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match

• Paid time off

• Paid holidays

• Maternity leave

• Parental leave

• Military leave

• Other leaves of absence

• Health, dental, and vision benefits

• Health savings accounts

• Flexible spending accounts

• Life & disability benefits

• Identity theft protection

• Pet insurance

• Certain positions may include eligibility for a short-term incentive plan

We offer the following benefits for you to take advantage of while you are here provided you meet the eligibility requirements under each governing program:

• 401k savings & company match

• Paid time off

• Paid holidays

• Maternity leave

• Parental leave

• Military leave

• Other leaves of absence

• Health, dental, and vision benefits

• Health savings accounts

• Flexible spending accounts

• Life & disability benefits

• Identity theft protection

• Pet insurance

• Certain positions may include eligibility for a short-term incentive plan

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.