Dr. Kelly's Surgical Unit is looking for an analytical and process-driven Customer Success Manager to support a busy and rapidly growing multi-practice veterinary company. We are looking for a talented leader to be part of our growth strategy and sit at the leadership table!

Position Summary:

Dr. Kelly’s Surgical Unit is looking for a Customer Success Manager to support a busy and rapidly growing multi-unit veterinary practice. This position will manage and support our decentralized in-bound education and scheduling team. The Customer Success Manager will be responsible for growing this team 2X in the next year and improving and deploying new systems as we expand in Arizona and beyond. To be successful in this role you need to be an excellent leader, driven by an analytical and metrics driven mindset. Bottom line we are looking for a rockstar people manager, process savant and metrics guru! Ideal candidates will be based in the Phoenix area(HYBRID), but excellent remote (out of state) candidates willing to travel to Phoenix on a monthly basis will be considered. The Customer Success Manager reports to the CEO.

Who YOU are:

To be successful in the Customer Success Manager role, you need the following core competencies:

• Highly Analytical - Possess the ability to review processes, procedures and tools for success and failure and develop plans to improve shortcomings sand efficiencies. Bottom line, you love data and rely on it daily to make sound business decisions.
• Skilled People Manager – Effectively manage, audit, and coach a team of 15-25 team members. Create and/or improve performance metrics to drive individual and team accountability.
• Highly Organized - As a skilled leader, you know how to manage your time, prioritize tasks, and handle multiple responsibilities simultaneously while staying focused on deadlines.
• Systems Savvy – Learning new software or new systems excites you. You learn to maximize performance in your role, to be able to access data and reports, and to support your team.
• Performance Driven – Metrics, accountability, and KPI’s matter a lot to you! You love a fast paced, dynamic environment where your positive, can-do attitude can shine!

This role is perfect for YOU if:

• You are goal oriented and like knowing what is expected of you.
• You thrive in developing processes and systems and take pride in quality deliverables.
• You enjoy analyzing data and metrics to understand and act on business trends.
• You love to solve problems!
• You have an entrepreneurial spirit and bring thoughtful and actionable feedback to the leadership table.
• You thrive in an autonomous, but supportive environment.
• You enjoy working with people from unique backgrounds.
• You have a deep interest in learning.
• You lead with a smile, positivity, and a “make it happen” approach!
• You LOVE pets!

What YOU need to have:

• Bachelor’s Degree
• Exceptional communication and analytical skills
• 3+ years managing a Customer Success team and associated metrics.
• Zendesk (or similar systemized communication products)

What YOU get:

• Highly Competitive Compensation
• Medical Dental, Vision, Aflac Coverage
• 401K and 401K Matching
• PTO
• Teledoc services through Healthiest You
• Discounted Veterinary services and products.

Why YOU will want to be part of the Dr. Kelly’s Team:

• Opportunity to be part of a collaborative leadership team who strongly values your ideas and input.
• Our clients love us! We’ve been voted Best of the Valley (Phoenix Magazine) multiple years running.
• Incredible growth potential within the organization. We’re one of the fastest growing small business in America (as ranked by Inc. 5000 in 2022). With YoY growth of 40% in 2021 and 64% in 2022 and expected 50%+ in 2023. With no plans to slow down!
• Pride in knowing your work directly improves the lives of thousands of pets and their parents.

About Dr. Kelly’s:

Dr. Kelly's is a specialized veterinary practice offering high-quality surgical procedure and preventative care for pets. Our target market is the client/pet parent looking for quality and convenient pet care at a reasonable cost. We offer affordable veterinary surgical services for owners at multiple locations across the Phoenix and Tucson metro area with plans for out of state growth in 2023/24. We currently employee 50+ staff members and create a small company feel with the benefits of a big corporation.

Job Type: Full-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Scottsdale, AZ: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What are your salary expectations for a new role?

Education:

• Bachelor's (Required)

Experience:

• Customer Success: 3 years (Required)
• Management: 4 years (Required)

Work Location: In person

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