Vetspire Account Manager

Description

Vetspire Account Manager & Manager of the Account Management Team

Vetspire is an Artificial Intelligence-driven practice management platform for veterinary hospitals and organizations. We’re a startup reimagining the way veterinarians use technology by bringing state-of-the-art technology and artificial intelligence directly into the exam room. Our mission is to empower veterinarians to deliver better care to their patients through a combination of research leveraging our AI-driven insights and superior technology in the hospital.

Our quickly growing team is looking to hire an Account Manager to provide excellent client support and deepen relationships with key client stakeholders. Ensuring that we build trustful, healthy, strategic relationships with all of our clients is a top operational priority. In this role, you will be the face of the Vetspire organization to a growing number of Vetspire client accounts. You’ll be expected to build positive rapport and create long-lasting relationships with the client accounts you manage.

In this capacity, you will answer questions on general Vetspire business, project status, roadmap development, and more. You will hear about support issues, problems / bugs with the clients’ user base, and be expected to help troubleshoot where possible and escalate as appropriate within the greater Vetspire team. You will need to help with ongoing education of the evolving Vetspire platform, to ensure that the clients are making optimal use of the platform and its enhancements, proactively training and educating them on new enhancements if needed. We encourage you to use your judgment to determine what a client needs, in order for Vetspire to offer comprehensive, excellent support. Would the account benefit from an in-person visit to focus on training on a new key feature? Make the trip!

In addition to being hands-on and interactive with your clients regarding the details of their platform enhancements and bugs, you will also be documenting and tracking these issues, requests, grievances, and more. You will meet with the rest of Vetspire’s Account Management team on a regular basis to present these reports, along with details of any outstanding or major cases. We will use these trends to continue the refinement and development of our Account Management strategies and planning for all clients. Vetspire’s Account Management division is in its fledgling stage and you will have a chance to help shape its direction in this role. As Vetspire scales as an organization, having a solid foundation in the stable management of our client relationships will be imperative to keeping clients for life.

Excellent, “white glove” client relationship management will be important for client satisfaction and loyalty. You will need to be extremely communicative, thorough, and professional in working with our clients. You will often hear complaints, requests with aggressive deadlines, or the need to fix bugs and problems on a fast turnaround. You will need to handle these requests while maintaining a great relationship with the clients, ensuring them that we will take care of their needs as an organization. We need to exert excellent soft communication skills – being super friendly, patient, and going out of your way to be proactively communicative and helpful will be important in this role. Over time, you will become familiar with the clients and develop a trustful relationship with them, which will help give them the peace of mind that Vetspire will handle anything when problems arise.

Ultimately, you will help establish Vetspire’s reputation as a company that offers top notch client account management during all client interactions. You will work closely with the rest of our Account Management team to contribute to the planning and execution of our client relationship management tactics, through strategic product communications and more.

Responsibilities – Account Manager :

Serve as the main point of contact for client account management matters

Maintain utmost positivity, friendliness, and professionalism toward clients at all times, in person, in meetings, over the phone, and in writing.

Build strong, trustful, and long-lasting relationships with key business executives and stakeholders at each client account

Learn the Vetspire platform inside and out so that you can teach clients all the tricks for how to get the most out of Vetspire, and display proficiency in answering their use-case questions. Stay up to date on new platform features and enhancements to inform your trainings and conversations.

Quickly respond to client needs, bring about solutions in a timely manner, and maintain transparent communications about the process until a case is brought to completion.

Analyze and investigate problems (for example, by testing different scenarios or impersonating users) to understand issues accurately.

Ability to juggle multiple account management projects at one time, while remaining engaged in the details of each.

Proactively inform customers about new features and functionalities.

Have excellent, proactive communication, and expectation management with the clients while fixes are being made.

Keep detailed, accurate records of each client interaction, complaint, problem, and solution.

Clearly communicate client needs internally to Vetspire team including deadlines, and coordinate with internal Vetspire colleagues to ensure timely delivery.

Forecast and track key account metrics; prepare reports on account status

Assist with challenging client requests or escalations as needed

Be able to negotiate with clients in an assertive but positive manner when needed

Provide regular reporting and feedback in Vetspire team meetings on account management issues and client needs / problems, and opportunities for improvement.

Go out of your way to support all of our clients.

Some travel to client sites will be required.

Be able to handle client relationship management no matter what is happening with that client’s development requests.

Additional Responsibilities – Manager of the Account Management Team :

In addition to managing your own client accounts, the Manager of the Account Management Team will lead, mentor, and grow a high-performing team of Account Managers. This role requires a balance of strategic thinking, hands-on execution, and people leadership. You’ll drive the development and implementation of scalable client success strategies that enhance client experience and retention while fostering a culture of collaboration and continuous improvement within the team.

Leadership & Team Management :

Lead and mentor a team of Account Managers, providing guidance, support, and performance feedback.

Create team development plans and execute regular training and coaching sessions to grow the team's capabilities.

Help recruit, onboard, and train new Account Managers as the team scales.

Foster a culture of accountability, empathy, and excellence in client service.

Strategic Responsibilities :

Develop and refine processes and best practices for account management, standardizing across the team while allowing for flexibility by account.

Analyze team performance and client metrics to improve client satisfaction, retention, and team efficiency.

Own and improve reporting mechanisms that track client engagement, satisfaction, issue resolution timelines, and product adoption trends.

Identify opportunities for expansion and upselling across accounts, partnering with the Sales or Product teams as needed.

Serve as an escalation point for complex client issues and ensure resolution pathways are clearly defined and followed.

Represent the voice of the client internally and advocate for client needs in cross-functional planning meetings.

Cross-Functional Collaboration :

Act as a strategic partner to Product, Support, and Engineering teams to ensure timely communication and resolution of client issues.

Help inform product development by sharing insights and patterns from the client base.

Support coordination of major product releases, feature rollouts, and client communications with the rest of the organization.

Requirements – Account Manager :

Excellent, friendly, professional communication skills.

Creative and proactive problem-solving skills.

Emotional intelligence.

Good listener and quick to understand client needs.

Natural inclination for working with and helping people.

Ability to stay calm when clients are upset, stressed, or in a rush.

Ability to juggle priorities so that immediate needs are handled.

Additional Requirements – Manager of the Account Management Team :

3–5+ years of experience in account management or client success, with 1–2+ years in a people management or team lead role.

Proven leadership and mentoring skills.

Demonstrated ability to develop and improve scalable customer success processes.

Strong organizational, project management, and strategic planning skills.

Experience working in a fast-paced startup or SaaS environment preferred.

High EQ with strong conflict resolution and de-escalation skills.

Experience using customer success or CRM platforms (e.g., Salesforce, HubSpot, Gainsight).