Manager Customer Support - Vetsoft Enterprise Team Leader

Manager Customer Support - Enterprise Team Leader

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 Responsibilities :

• 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 :

Qualifications / Experience / Knowledge :

What You Can Expect From Us :

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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