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Customer Success Team Lead Beef

3 months ago

Kalamazoo, United States Zoetis Full time

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 operations level to ensure seamless delivery of contracted services. Support a culture of continuous improvement. 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 customer

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

Full time Regular Colleague

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Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

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