Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

Job Details

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/M