Client services manager [h1.location_city]

Managing Director, Client Services

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America. We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet, and insurance to make pet care easy.

Job Summary

PetPlace is seeking a Managing Director, Client Services who will be responsible for the successful management and growth of Pethealth's (PHI) shelter and clinic partnerships within North America. This is done through direct client interactions and working with and developing the team of Account Executives and Ambassadors in assigned territories. The position is key in both strategy development and execution of strategic plans to grow PHI's partnerships, reputation, customer loyalty and use of Pethealth's products and services within shelters, clinics, and with their adopters / pet parents. Key focus will be around developing and strengthening the market position of PHI by setting the right business development strategies, performing business development activities, both directly and through their team, and designing client solutions to win new business consistent with our strategic goals.

Main Responsibilities

• Management and development of a team of Account Executives and Ambassadors. Assess the strengths and weaknesses of the team members and put plans in place to support their growth and hold them accountable for their business objectives (25%)
• Oversight and growth of our shelter and clinic partnerships in assigned territory (25%)
• Development of annual plan (goals, priorities, challenges), budget and resource allocation to assist PHI in meeting its financial goals. Monthly updates to leadership on the execution of the plan.
• Meet with customers to discuss their evolving needs and to assess the quality of our company's relationship with them (10%)
• Develop and implement new strategies and programs to enhance PHI's reputation and grow business opportunities within the animal welfare industry
• Create a formal business transition plan outlining financials, revenue opportunities and strategic goals, priorities, challenges, resource / program requirements
• Identify immediate and / or long-term revenue opportunities
• Identify and resolve barriers that would prevent revenue opportunities
• Work in tandem with the software and B2C teams to create a positive customer experience
• Work with the marketing team to craft appropriate shelter / clinic training and adopter facing communications
• Collaborate with Leadership, Finance, Insurance and B2C call center teams as needed.
• P & L responsibilities related to all applicable product offerings within assigned territory
• Attend animal welfare conferences to promote Pethealth products (10%)
• Other duties as assigned

Basic Qualifications

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following :