Customer Experience Specialist

Job Summary

The Customer Experience Specialist plays a vital role in Patterson Veterinary Academy’s customer success strategy. This position is responsible for overseeing high-impact customer support initiatives, cultivating strategic partnerships with internal and external stakeholders, and ensuring alignment with key business objectives. This includes a deep understanding of departmental processes, fostering strong collaboration between business units, customers, and the sales team, and driving continuous improvement to enhance the customer experience and contribute to organizational success.

Essential Functions

To perform this job successfully, you must be able to perform each essential function satisfactorily, with or without reasonable accommodation.

• Proactively identify potential customer challenges by understanding clinical educational content and anticipate needs, offering solutions and guidance that enhance satisfaction, build trust, and foster long-term customer relationships

• Identify and address potential clinical errors in educational products during customer interactions by applying comprehensive clinical knowledge, preventing product returns, and potential liability issues

• Establish strong relationships with PVA’s sales team and supportive business units to execute on customer requirements and assist in the implementation of department’s goals and objectives

• Analyze support data, including customer surveys and support ticket completion stats, and identify areas for improvement in processes and procedures.

• Participate in the administration of both short and long-term business plans that foster customer growth and improve department’s workflow

• Provide high-level daily customer support and deliver stakeholders with required reporting and analytics that effectively manage our customer portfolios

• Engage in solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel

• Maintain in-depth knowledge of company products and services, operations, and systems

• Proactively assess, clarify, and validate customer needs on an on-going basis

• Collaborate with the marketing team to develop and execute a comprehensive, ongoing marketing strategy for PVA. This includes analyzing customer needs to recommend appropriate marketing assets, participating in brainstorming sessions, and coordinating the timely submission and implementation of approved materials.

• Manage the full customer onboarding lifecycle: Oversee personalized new subscriber outreach, conduct comprehensive onboarding sessions (calls, webinars, etc.), proactively address customer inquiries, and resolve onboarding challenges to optimize customer experience

• Drive continuous improvement of the onboarding program: Gather and analyze customer feedback to enhance onboarding processes, content, accessibility, and platform usability, contributing to the development and refinement of onboarding materials

• Contribute to customer retention and growth: Implement strategies to re-engage lapsed subscribers and proactively introduce customers to relevant new products based on assessed needs, driving platform growth and customer lifetime value

• Works on many team projects, prioritizes and coordinates between Business and Sales personnel

• Perform other duties as assigned

Required Qualifications

• 3+ years of customer support experience in veterinary practice.

• 5+ years as a veterinary assistant or technician in practice.

• Microsoft skills (Outlook, Excel, Word)

• Proven relationship building skills, with the ability to work creatively and independently to identify and develop relationships.

• Strong organizational skills and ability to prioritize short and long-term tasks/projects.

• Excellent communication skills, including verbal, written, and the ability to communicate professionally with customers and Company staff.

• Strong track record of achieving results individually and through the leadership of others.

• Commitment to innovation, integrity and partnership.

Preferred Qualifications

• Highly desirable candidate will have established veterinary industry knowledge and experience

• 2 Year associate degree or 4 Year College Degree in Veterinary Technology

• Familiarity with Thought Industries learning management system, HappyFox customer support ticketing system and Recurly payment processing.

Working Conditions

Physical Demands

• This position requires: moderate physical activity

• Sitting or standing: Position requires both sitting which includes driving and standing

• Operating a computer or other office devices for the majority of the workday

• Must be able to communicate with others in person, over the phone, and in writing. 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents

Environmental Factors

• This position is in a remote work from home or office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services

• Ability to travel on occasion (5-10%)