IDEXX Livestock Diagnostics · 1 month ago
Manager Customer Support - Vetsoft Enterprise Team Leader
Frisco, TX
Full-time
Onsite
Mid, Senior Level
$120K/yr - $120K/yr
2+ years expIDEXX Livestock Diagnostics is seeking a front line leader for their Manager Customer Support - Enterprise Team Leader position. You will lead a team of global agents to support the frontline of Corporate Enterprise groups and drive relationships between these groups and various departments, while also guiding and developing your team's skills.
Biotechnology
Responsibilities
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
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
Qualification
Required
Strategic leadership experience (2-3+ years) = Essential - Proven
Global team management = Essential - Strong
Enterprise customer relationship management = Essential - Excellent
Cross-functional collaboration = Essential - Excellent
Escalation and conflict resolution = Essential - Excellent
Reporting and analytics (monthly/quarterly) = Essential - Strong
Contractual SLA understanding = Essential - Strong
Preferred
SaaS or Veterinary software experience (ezyVet preferred) = Preferred - Good
Benefits
Opportunity for annual cash bonus
Health / Dental / Vision Benefits Day-One
5% matching 401k
On the job training and career advancement opportunities (experience NOT required)
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Company
IDEXX Livestock Diagnostics
Diagnostic tests and services to monitor the health of herd and flock animals worldwide.
5001-10000 employees
H1B Sponsorship
IDEXX Livestock Diagnostics has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2022 (1)
2020 (1)
Funding
Current Stage
Late StageCompany data provided by crunchbase