Manager Customer Support - Vetsoft Enterprise Team Leader

IDEXX is seeking a front line leader for their Manager Customer Support - Enterprise Team Leader position. You will lead a team of global agents, based from our Frisco office, to support the frontline support of our Corporate Enterprise groups. You will be a key driver of the relationships between our Enterprise groups and different departments of the company, guide and develop the skills of the agents in your direct reporting line, and support the Global Head of Support with the strategic vision of enterprise support offerings.

Primary Accountability:

• Lead the global Vetsoft Enterprise Support function, managing a team of 8 – 10 agents across the US, NZ and UK, ensuring operational excellence and alignment with enterprise department KPIs. 

• Own the support-level relationship with strategic Enterprise customers, ensuring SLA delivery and contractual alignment. 

• Partner with senior leadership to define staffing strategy, agent roles, and support structure to meet evolving Enterprise needs. 

• Deliver monthly and quarterly reporting analytics to internal stakeholders and Enterprise customers, informing strategic decisions. 

• Act as a senior voice of support in cross-functional forums, influencing product, implementation, and customer success strategies. 

Key Responsibilities:

• Conduct fortnightly 1:1s, manage performance reviews, and maintain personal development plans for direct reports. 

• Co-develop headcount plans and role definitions with the Manager Customer Support Sr I, based on Enterprise customer needs and support forecasts. 

• Lead strategic planning for Enterprise support delivery, including SLA frameworks, escalation protocols, and tooling requirements. 

• Build and maintain high-trust relationships with senior stakeholders across Product, Engineering, Sales, Implementation, and Customer Success. 

• Serve as the escalation point for critical Enterprise issues, coordinating resolution across departments and ensuring customer satisfaction. 

• Analyze support trends, customer feedback, and operational data to inform proactive improvements and strategic initiatives. 

• Own the delivery of monthly and quarterly reporting analytics, including performance metrics, SLA adherence, and customer insights. 

• Drive continuous improvement in support processes, documentation, and team capabilities to meet contractual obligations and exceed expectations. 

• Represent Vetsoft Support in Enterprise customer reviews, QBRs, and strategic planning sessions. 

• Champion a culture of accountability, innovation, and customer-centricity within the Enterprise Support team. 

Qualifications/ Experience/ Knowledge: 

Strategic leadership experience (2-3+ years) = Essential - Proven 

Global team management = Essential - Strong 

Enterprise customer relationship management = Essential - Excellent 

SaaS or Veterinary software experience (ezyVet preferred)  = Preferred - Good 

Cross-functional collaboration  = Essential - Excellent 

Escalation and conflict resolution  = Essential - Excellent 

Reporting and analytics (monthly/quarterly)  = Essential - Strong 

Contractual SLA understanding  = Essential - Strong 

What you can expect from us: 

• Salary $120K annual

• Opportu