Customer Success Representative - San Diego, California

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.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.
Job Purpose/Overview
The Customer Success Representative ('CSR') is responsible for growing Antech's customer utilization of the full portfolio (AIS, Sound, IHD/consumables, and innovative reference lab products). This position is poised to provide excellent support to Antech's current customers and will be aligned with an assigned region. The CSR is responsible for identifying hospitals that are primed and ready to grow with Antech and they must determine the right tactics to realize growth among these clients. The CSR will work in tight partnership with the Diagnostic Sales Manager and other members of the sales team to ensure a collaborative effort on all growth initiatives and customer concerns such that a customer can reach out to any regionally-bound contact and resolve their needs.
Essential Duties and Responsibilities

• Determines the set of clients to focus growth efforts on and works with sales team to achieve growth goals.
• Calls all identified 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.
• Monitors customer retention list on a monthly basis and territory growth goals to identify opportunites for growth or areas of attrition risk.
• Coordinates with Marketing and Sales team to target specific areas or customer growth and retention.
• Makes calls (in-person or virtually) to hospitals to discuss areas of opportunity and provide support.
• Informs customers about Antech's innovation efforts and new products and programs to grow customer utilization of products using growth marketing programs and tools.
• Works with marketing team to identify needs for growth marketing tools and resources.
• Effectively uses multiple software systems to service accounts and maintain company records. This includes, but is not limited to, Salesforce.com, RingCentral, Microsoft Teams and Microsoft Office.
• Demonstrates proficiency in the entire Antech product and service portfolio. Knowledgeable resource in all product categories who can serve as a Subject Matter Expert to new-to-org DSMs.
• Attend applicable business meetings to discuss hospital performance and areas of growth opportunities.
• Build and maintain relationships with referral sources to connect DSMs with 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.
• Responsible for accurate data collection, processing, modeling and analysis to identify opportunities
• 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) or on-th-job experience in sales in a related field.
• Minimum of 1-2 years of experience as veterinary technician, laboratory technician or Medical assistant.
• 2+ years previous sales or customer service experience in a professional service industry (preferably in Animal Healthcare, Human Healthcare, etc...) is required.
• Knowledge of Diagnostic services is strongly preferred.

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
• Agile at learning new and existing software with a low time to proficiency.
• Ability to analyze and interpret large amounts of data, and synthesize them into an actionable plan using assigned CRM.

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.
The associate will primarily work in a typical office environment or a remote home office. The noise level in the work environment is usually moderate. The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. The associate is frequently required to use a calculator; fax, copy machine, and phone system. The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. Environment where pets are present
The Target Pay Range for this position is $64,200 - $80,000 annually. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.
Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.
Full-time employees are eligible for the following benefits and more:

• Medical, Dental, Vision (multiple plans available)
• Basic Life (company paid) & Supplemental Life
• Short and Long Term Disability (company paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Paid Time Off & Holidays
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts
• Several other health and wellness benefits

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!
We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at Antech Careers