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    Customer Success Representative - Vancouver, Canada - Antech Diagnostics

    Antech Diagnostics
    Antech Diagnostics Vancouver, Canada

    1 week ago

    Default job background
    Full time
    Description

    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.

    Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

    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 Duties and 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
    • Proficiency with Microsoft Office Products including Word, Excel, PowerPoint and strong typing ability

    Travel

    • Occasional Travel may be required, up to 20% of the time.

    Working Conditions

    The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop, bend, kneel, or crouch. The associate must occasionally lift and/or move up to 15 pounds.

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