Customer support manager [h1.location_city]

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 Accountabili ty :

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 mentalhealth resources volunteer paid days off employee stock program foundation donationmatching and much more

Why IDEXX

Were 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 10000 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.

Lets 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.

#LI-KP1

Required Experience :

Manager

Key Skills

Active Directory,Information Technology,End user,Deskstops,OS,Windows,Access Pionts,Asset Management,SCCM,VPN,Troubleshoot,Computer information system,hardware,Technical Support

Employment Type : Full-Time

Experience : years

Vacancy : 1