IDEXX is seeking a front line leader for their Manager Customer Support - Enterprise Team Leader position. You will lead a team of global agents, based from our Frisco office, to support the frontline support of our Corporate Enterprise groups. You will be a key driver of the relationships between our Enterprise groups and different departments of the company, guide and develop the skills of the agents in your direct reporting line, and support the Global Head of Support with the strategic vision of enterprise support offerings.
Primary Accountability:
Lead the global Vetsoft Enterprise Support function, managing a team of 8 – 10 agents across the US, NZ and UK, ensuring operational excellence and alignment with enterprise department KPIs.
Own the support-level relationship with strategic Enterprise customers, ensuring SLA delivery and contractual alignment.
Partner with senior leadership to define staffing strategy, agent roles, and support structure to meet evolving Enterprise needs.
Deliver monthly and quarterly reporting analytics to internal stakeholders and Enterprise customers, informing strategic decisions.
Act as a senior voice of support in cross-functional forums, influencing product, implementation, and customer success strategies.
Key Responsibilities:
Conduct fortnightly 1:1s, manage performance reviews, and maintain personal development plans for direct reports.
Co-develop headcount plans and role definitions with the Manager Customer Support Sr I, based on Enterprise customer needs and support forecasts.
Lead strategic planning for Enterprise support delivery, including SLA frameworks, escalation protocols, and tooling requirements.
Build and maintain high-trust relationships with senior stakeholders across Product, Engineering, Sales, Implementation, and Customer Success.
Serve as the escalation point for critical Enterprise issues, coordinating resolution across departments and ensuring customer satisfaction.
Analyze support trends, customer feedback, and operational data to inform proactive improvements and strategic initiatives.
Own the delivery of monthly and quarterly reporting analytics, including performance metrics, SLA adherence, and customer insights.
Drive continuous improvement in support processes, documentation, and team capabilities to meet contractual obligations and exceed expectations.
Represent Vetsoft Support in Enterprise customer reviews, QBRs, and strategic planning sessions.
Champion a culture of accountability, innovation, and customer-centricity within the Enterprise Support team.
Qualifications/ Experience/ Knowledge:
Strategic leadership experience (2-3+ years) = Essential - Proven
Global team management = Essential - Strong
Enterprise customer relationship management = Essential - Excellent
SaaS or Veterinary software experience (ezyVet preferred) = Preferred - Good
Cross-functional collaboration = Essential - Excellent
Escalation and conflict resolution = Essential - Excellent
Reporting and analytics (monthly/quarterly) = Essential - Strong
Contractual SLA understanding = Essential - Strong
What you can expect from us:
Salary $120K annual
Opportunity for annual cash bonus
Health / Dental / Vision Benefits Day-One
5% matching 401k
On the job training and career advancement opportunities (experience NOT required)
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more
Why IDEXX?
We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.
So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.
Let’s pursue what matters together.
IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.
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What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock
We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries.
Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices.
We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk.
Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
