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Customer Success Team Lead Beef
3 months ago
Role Description Position Summary: Lead and coordinate the day-to-day activities for the customer success team function. Inspire confidence and create trust within the team to exceed customer expectations. Confidently manage a team in a fast-paced environment and delegate work effectively. Set goals and standards for the team and provide them with the tools, resources, and feedback to succeed. Coordinate communications with relevant breed associations, large strategic accounts, and other stakeholders at an operational level to ensure seamless delivery of contracted services. Support a culture of continuous improvement. Position Responsibilities: Promote an Excellent Customer Experience by coordinating the day-to-day activities of the assigned customer success team - 30% Responsible for developing a high-performing customer success team and creating a culture where colleagues can thrive - 25% Coordinate communications with relevant breed associations, large strategic accounts, and other stakeholders at an operational level to ensure seamless delivery of contracted services - 20% Establish relationships and working partnerships with all parties a customer interacts with (ZTD, Business Analysts, Product Managers, Herd Management Providers, CDCB, etc.). Use these relationships to resolve escalated issues and proactively communicate with customer success team and customers - 10% Promote a team culture of continuous improvement - 5% Utilize Key Performance Indicators (KPIs) to monitor response time and customer satisfaction - 5% Actively listen to customers' concerns, identify tasks at hand, and take appropriate action to achieve a positive outcome for our customers - escalate the voice of the customer to the broader PAH team - 5% Organizational Responsibilities: This position requires communication with external customers and the field force (ABM, DPS, TBM) that is responsible for the accounts. Liase with internal groups (Data Specialists, Laboratory Operations, Zoetis Tech & Digital (ZTD), Business Analysts, Product Managers, etc.) to ensure appropriate information is communicated to exceed customer expectations. Collaborate with other pillars of the customer experience team and laboratory operations to delight our customers. Resources Managed: Supervision: 2-6 depending on species. Education and Experience: Undergraduate degree (BS/BA) preferred 3-5 years previous customer experience or management Knowledge of beef and/or dairy operations is preferred Adaptable in a rapidly changing environment. Technical Skills Requirements: Excellent written and oral communication skills Proficiency in PowerPoint, Excel, and Word applications Experience using a CRM (TouchPoint preferred) Physical Position Requirements: Occasional travel to aligned accounts or industry events. #J-18808-Ljbffr
