Customer Success Specialist

The Role
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.

We are continuing our exciting technology roadmap having recently launched our SaaS cloud product (Ascend) to complement our existing practice management systems (RXWorks and VisionVPM) to our valued vet clinic customers. Due to parental leave, we are recruiting for a Customer Success Specialist to join our Brisbane team on a 6 month contract basis. You will work closely with key customer accounts to understand their unique needs, challenges, and develop personalised success plans that ensure our customers achieve maximum value from our products and services.

Your responsibilities will include –

• Collaborating with internal sales and implementation teams to understand client expectations and ensure customised onboarding plans are executed.
• Assuming the primary point of contact role for assigned clients, cultivate strong, enduring relationships, understanding the unique needs and goals of each client and regularly conduct check-ins to ensure their objectives are being met.
• Managing multiple stakeholders from high-value enterprise level accounts to ensure customer goals align with our strategic vision, to undertake business reviews, and to address any escalation issues.
• Monitoring client interactions, feedback from support cases, and CRM notes to capitalise on expansion and cross-selling opportunities.
• Undertaking training and workshops that empower customers to utilise products and services to their full potential in collaboration with our Learning Services team.

About You

Ideally you will display –

• Relevant tertiary qualifications (preferred) coupled with three years demonstrated experience in a similar customer success or client facing role within the technology, healthcare or veterinary industry (this role would suit a Practice Manager looking to transition out of clinic).
• Strong understanding of customer success methodologies, customer lifecycle, and customer experience principles.
• A solid understanding of ‘Software as a Service’ technology, with the ability to rapidly acquire knowledge of Covetrus' product offerings.
• The ability to articulate complex technical information to a non-technical audience.
• Well-developed communication skills to communicate with a wide range of internal stakeholders and external customers.
• Passion for understanding customer needs and delivering customer-centric products.

Why Join Us?

At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include –

• Generous discounts on our range of animal health food & enrichment products.
• Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources.
• Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
• Flexible hybrid Work From Home options & dog-friendly offices (select roles and locations).
• Free 24/7 access to our Employee Assistance Program.
• Reward & recognition through our quarterly Values Awards and our Service Anniversary Awards.
• Professional development through our Leadership Development & Emerging Leadership courses.
• Access to annual flu vaccinations.
• Annual volunteer days.

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.