Customer Experience Specialist

Summary:

The Experience Specialist plays a key part in onboarding and supporting veterinary practices, ensuring they have a smooth and successful experience with AllyDVM's services. This individual will act as the primary contact for the assigned client, providing an excellent customer experience, and coordinate all related client service activities on behalf of both the client and the business. As part of the Cencora family of businesses under MWI Animal Health, we continue our commitment to our customers and strive to deliver healthier futures for both clinics and the patients they serve. This position interacts with strategic account customers and individual practices by creating value and focusing on providing an excellent customer experience with the goal of maximizing customer retention and customer life-time value. This is accomplished by mitigating regretted churn, driving increased contract value for existing customers, and improving the customer experience and customer satisfaction. Under moderate supervision of the Customer Support Manager, the Customer Experience Specialist is expected to develop a strong rapport with new and/or existing customers to support their needs and become a trusted source to support a best-in-class experience. They are responsible for possessing an advanced to expert knowledge of assigned software solutions, all applicable software functionality, and company processes where they are expected to field and resolve a wide variety of customer service issues ranging from simple requests to complex problems. The Customer Experience Specialist understands individual customer and veterinary industry business processes, identifies customer objectives and goals and ensures optimum use of technology to meet the customer’s needs. They provide one-on-one personalized consultations, customer trainings, software system usage analysis, and technical support to the clients to create value and optimize the customer’s business. This individual will act as the primary contact for assigned clients and coordinates all related client service activities on behalf of both the client and the business.

Primary Duties and Responsibilities:

• Understands each Strategic Account’s procedures and policies in relation to their individual practices in order to:

• Setup software solution(s) for maximum usage and value creation

• Develop processes and plans to provide analysis and feedback to the Strategic Account regarding practice performance

• Deploys assigned system(s) and training for new and existing clients on respective business platforms

• Performs follow-up with new customers at least as frequently as the minimum contact cadence established by internal procedures and as necessary to ensure an excellent onboarding experience

• Answers questions about products and services the first-time customers ask

• Acts as trusted partner and knowledge resource to resolve customer issues to completion and respond to customer inquiries, as necessary

• Monitors the overall health of the customer and use of systems for all users, proactively presents findings and consults with the customer on opportunities for improvement and value creation

• Holds regular health checks, establishes quarterly business reviews, and proactively reaches out to customers to maximize retention, create value, cross-sell and up-sell, and anticipate and mitigate potential customer churn

• Listens and interprets customer information to accurately and promptly resolve issues

• Assists with all customer problems and continually strives for prompt resolutions

• Builds and maintains professional relationships in order to enhance our reputation for professionalism and trustworthiness, and to foster customer retention

• Works with internal customers such as sales, success, and development to ensure start-to-finish customer resolution

• Onboards, integrates, and trains new customers on the use of all applicable products and services

• Tracks client progress throughout the onboarding process and ensures established time frames are met or exceeded

• Processes all customer requests (from multiple sources such as email, chat, telephone, etc.) to ensure customers receive the answers or resolutions they need

• Makes suggestions and recommendations to Supervisor/Manager to continually improve customer service operations

• Actively researches and resolves all levels of customer needs

• Provides support to Sales and other department or internal partners, as necessary

• Assists with identifying process and product improvement opportunities

• Maintains and updates accurate account records in CRM tool

• Provides direct customer support as dictated by the business needs

• Complies with all appropriate policies, procedures, safety rules, and regulations

• Performs related duties as assigned

Required Skills and Qualifications:

• Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations generally obtained through completion of a two-year associate’s degree program preferred

• Veterinary technician program or veterinary practice manager program is preferred

• Bilingual (Spanish or French) communication (speaking/writing) skills are a plus. CRM, ERP, SAP and/or Salesforce.com or Zoho experience preferred

• General knowledge of veterinary hospital processes preferred

• Working knowledge of PCs and common business productivity software, including web-based services, is required

• Strong customer service skills

• Strong interpersonal skills

• Strong decision-making skills

• Strong analytical skills

• Ability to communicate effectively both orally and in writing

• Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction

• Strong organizational skills; attention to detail

• Proficient knowledge of common business productivity software tools

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/NewYork/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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