Onboarding and Training Specialist

Onboarding And Training Specialist

The Onboarding and Training Specialist plays a key part in onboarding and supporting veterinary practices, ensuring they have a smooth and successful experience with AllyDVM's services. This individual will act as the primary contact for the assigned client, providing an excellent customer experience, and coordinate all related client service activities on behalf of both the client and the business.

As part of the Cencora family of businesses under MWI Animal Health, we continue our commitment to our customers and strive to deliver healthier futures for both clinics and the patients they serve.

Understands each Strategic Account's procedures and policies in relation to their individual practices to :

• Setup software solution(s) for maximum usage and value creation.
• Develop processes and plans to provide analysis and feedback to the Strategic Account regarding practice performance.
• Deploys assigned system(s) and training for new and existing clients on respective business platforms.
• Performs follow-up with new customers at least as frequently as the minimum contact cadence established by internal procedures and as necessary to ensure an excellent onboarding experience.
• Answers questions about products and services the first time customers ask.
• Acts as trusted partner and knowledge resource to resolve customer issues to completion and respond to customer inquiries, as necessary.
• Monitors the overall health of the customer and use of systems for all users, proactively presents findings and consults with the customer on opportunities for improvement and value creation.
• Holds regular health checks, establishes quarterly business reviews, and proactively reaches out to customers to maximize retention, create value, cross-sell and up-sell, and anticipate and mitigate potential customer churn.
• Listens and interprets customer information to accurately and promptly resolve issues.
• Assists with all customer problems and continually strives for prompt resolutions.
• Builds and maintains professional relationships in order to enhance our reputation for professionalism and trustworthiness, and to foster customer retention.
• Works with internal customers such as sales, success, and development to ensure start-to-finish customer resolution.
• Onboards, integrates, and trains new customers on the use of all applicable products and services.
• Tracks client progress throughout the onboarding process and ensures established time frames are met or exceeded.
• Processes all customer requests (from multiple sources such as email, chat, telephone, etc.) to ensure customers receive the answers or resolutions they need.
• Makes suggestions and recommendations to Supervisor / Manager to continually improve customer service operations.
• Actively researches and resolves all levels of customer needs.
• Provides support to Sales and other department or internal partners, as necessary.
• Assists with identifying process and product improvement opportunities.
• Maintains and updates accurate account records in CRM tool.
• Provides direct customer support as dictated by the business needs.
• Complies with all appropriate policies, procedures, safety rules, and regulations.
• Performs related duties as assigned.

Experience and Educational Requirements :

Associate's degree or 2 years of college experience preferred. Minimum of 2+ years working in a veterinary office as a CSR (Client Services Representative), LVT (Licensed Veterinary Technician), Office Manager, or related experience.

Minimum Skills, Knowledge, and Ability Requirements :

Ideal Experience :

Salary Range

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com . We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.

Affiliated Companies : ALLYDVM INC.