Manager - Account Management (Vet)

1 month ago

San Francisco, California, United States Roo Full time

About Roo

Happy vets make for happy pets.

Roo is on a mission to create a world of increased opportunity, professional empowerment, and improved animal care for animal hospitals and veterinarian professionals. By connecting hospitals in need with professionals with a new groundbreaking platform, our goal is to optimize hospital talent staffing and improve quality of life for veterinarians, all while giving pets a chance to have access to safe, high-quality care.

Over the next decade, Roo will unlock millions in economic opportunities, improve quality of life for tens of thousands of veterinarians, and facilitate millions of hours of pet care. We've been growing tremendously since launching in early 2019 and now seeing even more traction as we scale up fast.

What We Do

Roo ) has created the first B2B labor marketplace in animal healthcare that connects veterinary professionals with hospitals through innovative technology, with opportunities to expand and offer more opportunities for both our demand & supply of users.

Our dynamic platform enables hospitals to fulfill personnel needs in real time, while allowing high-quality veterinary professionals to secure work at the click of a button. Beyond the platform, Roo represents a growing opportunity to help hospitals meet all-things staffing, and a growing community of resilient vet industry professionals who value flexibility and work-life balance, in addition to providing the best possible outcomes for clients and their pets.

Our aim is to combine experienced healthcare expertise with Silicon Valley talent to shake up this industry and change the way veterinarians and hospitals work

About the Role

As Roo expands its platform to multiple territories, we are seeking an accomplished Manager to lead and nurture a team of Account Managers, overseeing the strategic growth and management of both existing and newly launched markets. Reporting directly to the leader of the Account Management group, this pivotal role involves steering a centralized remote team towards achieving exceptional results.

Your Responsibilities

  • Lead and mentor a team of Account Managers in providing comprehensive support specifically to veterinary professional users across the entire Roo experience, and ongoing support and retention, working closely with the provider acquisition squad.
  • Leverage a deep understanding of our product and value proposition to facilitate the fulfillment of crucial relief shifts, collaborating closely with the Business Development, Hospital Account Management, New Market Development, and Client Support teams.
  • Own the continuous development and improvement of internal Account Management processes, training team and cross-functional stakeholders as needed.
  • Participate in cross-functional planning processes to ensure effective partnership and alignment between all marketplace functions by representing the AM function at a strategic level
  • Own functional OKRs and KPIs, including the development and tracking of analytics dashboards, Hubspot tools and associated reports and ensuring AM team is accountable for the metrics they own.
  • Ensure AM team drives measurable outcomes focused on the continuous engagement and satisfaction of veterinary users within the Roo platform.
  • Continuously document learnings and seek out ways to improve Roo's platform and services
  • Resolve any escalated user issues or inquiries promptly, collaborating with client support to maintain a high level of user satisfaction.
  • Coordinate and oversee payouts and reconciliation processes with the Finance team.
  • Provide support for various activities requiring Account Management intervention.

About You

  • Proven track record in building robust business relationships and adept account management skills.
  • Deep understanding of the veterinary and animal healthcare space is highly advantageous.
  • Demonstrated expertise in working with DVMs and veterinary hospitals is a strong asset.
  • Proficient in utilizing CRM tools to monitor and enhance user acquisition progress.
  • Proactive mindset, consistently staying ahead of day-to-day operational challenges.
  • Exceptional communication skills and organizational abilities to manage multiple tasks simultaneously.
  • Collaborative spirit with the capability to work seamlessly with diverse teams, including remote team members.
  • Ability to comprehend business needs and strategize innovative ways to foster growth.
  • Agility and flexibility are crucial in adapting to the dynamic nature of an early-stage startup environment.
  • Positive and can-do attitude, fostering a collaborative and high-energy work culture.

Our Core Values are what shape us as an organization and we're looking for people who exhibit the same values in their professional life; Bias to Urgency, Drive Measurable Impact, Seek Understanding, Solve Customer Problems and Have Fun

We have diverse, passionate & driven team members from a variety of backgrounds.

For permanent, full time employees, we offer:

Accelerated growth & learning potential.

Stipends for home office setup, continuing education, and monthly wellness.

Comprehensive health benefits to fit your needs with base medical plan covered at 100% with optional

premium buy up plans.

401K

Unlimited Paid Time Off.

Paid Maternity/Paternity and reproductive care leave.

Gifts on your birthday & anniversary.

Opportunity for domestic travel, including for regional team building events.

Overall, you would be part of a mission-driven company that will significantly empower the lives of all veterinary professionals and the health of the overall animal industry that seeks massive innovation.

We believe in diversity of experience and background, and understand that your individual experience may not check every box. We still encourage you to apply even if you are not confident in every expectation listed.

Ready to join the Roo-volution?

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