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B2B Veterinary Supply Marketplace (YC S16)

Customer Success Manager

$60k – $95k • 0.05% – 0.15%
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We're looking for an upbeat and incredibly positive person to help us engage and grow our vibrant community of veterinary professionals. We've found that veterinarians, veterinary technicians, and veterinary staff are a pleasure to work with. Our users collectively help millions of animals every year, and you'll play a pivotal role in helping them be of service to America's pets.

Vetcove aims to deepen our engagement with our customers and support them better through 1-on-1 interactions by phone and live chat, our new ambassador program, our internal discussion boards, events, educational courses & webinars, weekly giveaways, collaborative content, and much more. You'll develop and lead new projects that deepen bonds with our most loyal users, address their needs, and help them tell their story to the veterinary community. You'll also combine technology with your superior communication skills to help new user feel welcome and confident in their use of our platform. Lastly, you'll take a lead role in communicating with the veterinary community about Vetcove, both on our platform and outside of it.

Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills, are required. It would be huge bonus to have knowledge of veterinary products, or to have had experience at a veterinary clinic, but it is not required.

Another bonus is if you have a knack for customer service strategy and retention marketing. We use technology and automation to keep our many clinics engaged and actively sharing Vetcove. A part of your role will include working with us to strategically scale our support function and provide both an incredible first impression and a delightful day-to-day experience for our hospitals. You'll also play a key role in supporting our content marketing and digital engagement initiatives by collaborating with our passionate community.


***KEY RESPONSIBILITIES***

- Design and lead new community development projects
- Train, educate, and develop new Vetcove users
- Support existing Vetcove users when they request assistance
- Collaborate with engineering to enhance day-to-day user happiness
- Work with loyal users to improve our platform and perpetuate our message.


***WHO WE'RE LOOKING FOR***

We're is looking for a competitive self-starter who can define and own our community development strategy. The ideal candidate will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals.

The candidate will be communicating with a wide array of veterinary professionals, from renowned doctors, to hardworking veterinary technicians, to inventory specialists. Very strong interpersonal skills and ability to stay organized are crucial. A successful candidate will have a strong desire to help our hospitals succeed, and has the ability to translate powerful tools into actionable behaviors.

The ideal candidate has a mix of the following experience and skills:

- 2-5 years of relevant, customer-facing work experience;
- Excellent written and verbal communication skills;
- Ability to adapt quickly and manage many concurrent responsibilities;
- A strong desire to help our customers succeed;
- A positive attitude and one-for-all team mentality;
- Tech/start-up work experience is a plus


*** OUR CULTURE ***

Vetcove’s work environment and culture is awesome. Everyone here believes in the core mission of helping veterinarians, so the candidate absolutely must be a team player, passionate, and a great person. Vetcove believes a happy work place will be a productive one for both the company and the employee.

Vetcove embraces the Silicon Valley workplace structure. We encourage a casual dress, and support a pet-friendly environment where everyone speaks openly and works collaboratively to drive the business forward. We have an open vacation policy and sponsor team lunches, team outings, happy hours when we achieve our goals, and an annual retreat. Our team is comprised of the industry's absolute best, and we're not shy about the fact that we're looking for the most exceptional people to join our team and take this journey with us.

We love candidates that we feel can grow into a leadership position. We're looking forward to hearing from you!

Meet your team

People you would work with in this role

Alexander Kates

Avatar for Alexander Kates
Co-Founder and CEO @Vetcove. Digital Strategist, Author of Strategic Digital Marketing, Cornell '08 in 3yrs, YC S16, Passionate about helping vets and pets!

Mitchell Kates

Avatar for Mitchell Kates
Cofounder @Vetcove . BS and MEng from @Massachusetts Institute of Technology Changing the future of animal health. Come join us - we're hiring :)

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