Customer Success Representative

3 weeks ago

Vancouver, Canada Antech Diagnostics Full time

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Job Purpose/Overview
The Customer Success Representative is responsible for retaining and growing Antech’s current customer base among the full portfolio of product offerings from reference lab to imaging products. The key objective of this position is to provide excellent customer support for customers by making Antech easy to use. The role will grow existing customer’s reference lab and in-house diagnostics portfolio usage by working with clients to add additional reference lab tests, in-clinic products, services and increase analyzer consumables and reference lab utilization. This position will have regional responsibility for growing assigned hospitals and will work in close partnership with the Diagnostic Sales Manager and sales team.

Essential

**Responsibilities**:
Calls all assigned current customers on a regular cadence to provide superior customer service and remains solution driven with all customers and/or customer concerns to achieve long term goal of customer retention.

Work directly with applicable Strategic Account Manager and Regional Business Managers to identify, communicate and implement growth opportunities within hospitals.

Monitors customer retention list on a monthly basis and territory growth goals to identify opportunities for growth or areas of attrition risk.

Coordinates with Marketing and Sales team to target specific areas or customer growth and retention.

Make outbound calls to hospitals to discuss areas of opportunity and provide support.

Informs customers about new Antech/Heska products and programs that become available, make outbound calls to sell products through strategic marketing/sales campaigns.

Demonstrates proficiency in all Antech/Heska product offerings and become a knowledgeable resource in all product categories

Attend applicable business meetings to discuss hospital performance and areas of growth opportunities.

Build and maintain relationships with referral sources to establish a solid base of new business opportunities.

Conducts research prior to the site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.

Coordinate daily support activities and customer activities at meetings as assigned.

Complete administrative duties, such as resolving customer billing and use issues helping to relieve the administrative burden of the DSM team.

Responsible for accurate data collection, processing, modeling and analysis to identify opportunities

Utilize approved sales collateral to support promotional and regional needs.

Partner with cross-functional teams and internal resources to co-promote additional Antech services and products.

Accurately educate customers on proper specimen handling requirements, workflow, and turnaround times or time to result.

Possess strong problem solving skills, but is also able to effectively route issues to the proper personnel for resolution.

May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.

Navigates through ambiguous situations in a manner consistent with the Five Principles of Mars and uncompromising integrity.

Education and Experience

Bachelor's degree (Animal Health, Biological Sciences, Lab Sciences or Business-related field)

Minimum of 1-2 years of experience as veterinary technician, laboratory technician or Medical assistance is preferred, not required.

Previous sales or service experience in a service industry, preferably in Animal Healthcare, Human Healthcare, Pharmaceutical Sales or Capital Equipment is optimal.

1 or more years of experience working with reference lab and in-house diagnostic equipment, as well as imaging systems in animal health..

2 or more years of experience working with a professional service businesses to resolve concerns and retain clients.

Knowledge, Skills and Abilities

Ability to maintain professionalism at all times with both internal and external customers. Ability to interact and work positively with a variety of people and departments, in person and over the phone.

Ability to communicate effectively and positively with all levels of personnel on the phone

Excellent interpersonal, communication, negotiation, and collaboration skills

Strong analytical skills with extreme attention to detail

Must have the ability to take own initiative and work independently

Flexible and adaptable attitude to cope with fast changing and complex environment

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