Manager Customer Support - Vetsoft Enterprise Team Leader

* Act as a senior voice of support in cross-functional forums, influencing product, implementation, and customer success strategies.
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* 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 package up to $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, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

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.
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.**#LI-KP1
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