Virtual Recall Senior Corporate Support Manager - International

POSITION TITLE:

Virtual Recall Senior Corporate Support Manager – International

LOCATION:

Guildford, United Kingdom

REPORTS TO POSITION TITLE:

Head of Support

PROPOSED LEVEL

GJL70

MANAGER NAME:

Caroline Peedell

DATE:

January 2024

POSITION SUMMARY

At Zoetis, we are passionate about transforming animal health through innovative products, services, and solutions. Virtual Recall, an integral part of Zoetis’ continuum of care, empowers veterinary practices with cutting-edge technology that improves patient care, enhances operational efficiency, and fosters strong client relationships. As a key member of our team, you’ll be part of a mission-driven company committed to making a meaningful impact in the veterinary industry.

We are looking for a Senior Corporate Support Manager to oversee and deliver support for our key account customers, both in the UK and internationally. By collaborating closely with the Virtual Recall Corporate Business Development Manager, as well as in-market Product Specialists and Support Teams, you will ensure the highest quality of service delivery to our most important and demanding customers.

By actively listening to our customers and leveraging your in-depth knowledge of iRecall, you will translate their requirements into detailed technical specifications. You will then identify the necessary resources within the Support Team and other relevant departments, and establish the timelines for successful, high-quality delivery.

You will lead your own team of Support Engineers and coordinate with other teams across all regions to ensure customer requirements are met on time and to specification. As the Senior Corporate Support Manager, you will manage the technical and project planning relationships between Virtual Recall and Corporate Accounts, including liaising with their Marketing, Customer Relationship Management and Project Management Office teams. You will identify opportunities to enhance efficiencies and implement best practices in meeting their requirements.

You will also be responsible for supporting the Global Head of Support in terms of developing best practice and lean Six Sigma principles, resource planning and talent development.

POSITION RESPONSIBILITIES

Percent of Time

Project Management and Delivery

? Scoping and Prioritising Corporate Requests: You will project manage corporate customer support requirements, which drive a significant portion of our global business. This will involve collaborating closely with the Corporate Business Development Manager and/or in-market Product Specialists to align on timeframes, functionality, and costs for delivering requested services.

? Resource Allocation and Budget Tracking: You will manage Support Engineers (both directly and through dotted line reporting) to deliver customer requirements on time and within budget. This will include coordinating work tasks with Support Manager colleagues and tracking all Support Hours to ensure accurate billing for services provided.

? Customer Relationship Building: As a key representative of Virtual Recall, you will attend customer meetings and serve as the primary implementation point of contact for both customers and manufacturers. You will embody the company's values and professionalism, ensuring that you effectively manage expectations and foster strong, positive relationships. Your role will involve understanding customer needs, addressing their concerns, and ensuring that their requirements are met with the highest standards of service.

50%

Driving Operational Excellence and Efficiency

? Achieving Corporate Customer Service Level Agreements: Ensure that Corporate Customer Service Level Agreements (SLAs) are met, to help our key accounts maximise their use of iRecall services. Ensure appropriate reports are in place to demonstrate SLAs compliance.

? Developing Best Practice Processes: Develop and drive consistent and efficient processes, across all markets, to ensure high standards are maintained for our key corporate accounts and that alerts are promptly addressed.

? Managing Support Sprint Planning: Oversee Support Sprint Planning to ensure the successful delivery of corporate projects and other requirements across multiple customers and regions.

? Driving Process Efficiencies: Identify opportunities to improve project tracking and implementation processes to maximise efficiencies using Six Sigma and lean principles. Collaborate with the Software Development Team to implement tooling changes that reduce reliance on developers for delivering specific customer requirements.

? Stakeholder Communication: Serve as the primary point of contact for stakeholders providing regular updates on project progress.

? Attending Veterinary trade shows and events: Represent the Virtual Recall Support Team at veterinary shows and events, offering face-to-face help, advice and information to existing customers and potential prospects.

25%

Team Leadership & Development

? Managing and Developing Direct Reports: You will be responsible for managing and developing your direct reports, ensuring they have the necessary skills and support to excel in their roles. By fostering a culture of continuous learning and upskilling, you will drive team retention, enhance overall performance and ensure effective succession planning. You will coach and mentor team members, providing guidance and opportunities for professional growth, while promoting best practices and a collaborative work environment.

? Collaborating with the wider Support Team: You will work closely with the wider Support Team, leveraging the expertise of more experienced Support Engineers through dotted line management. By delegating project delivery tasks to them, you will maximise your capacity to focus on project management and drive process improvements. This approach will ensure efficient resource utilisation, enhance the overall effectiveness of the team, and drive staff retention.

? Providing Technical Assistance: You will provide technical assistance to Support Team members to ensure that only appropriate issues are escalated to the Development Team.

25%

ORGANIZATIONAL RELATIONSHIPS

Internal:

? Work in close collaboration with Virtual Recall Leadership team, particularly Head of Support, Head of Development and Corporate Business Development Manager.

? Work in collaboration with Zoetis Corporate Key Account Managers.

? Build relationships with the in-market Product Specialists and International Support Teams.

External:

? Manage Customer Support relationships with Corporate Accounts and Manufacturers.

RESOURCES MANAGED

Supervision

? Up to 6 direct reports (Support Engineers – mix of permanent staff and contingent workers).

EDUCATION AND EXPERIENCE

Indicate the formal education, certification or license required and/or preferred. Include the minimum number of years of relevant experience required for the position (where legally permissible).

Education:

? Third level qualification in a science or engineering related field.

? Project Management certification and/or Process Improvement certification (e.g. Six Sigma, Agile) would be of benefit.

Experience:

• 5+ years in a customer facing role with a proven track record of building and maintaining long term relationships
• 3+ years of Vet SaaS software support in conjunction with software development teams
• 2+ years of Key Account Management in the animal health industry
• Min 1 year experience of assessing Pims integrations and veterinary prescription protocols

TECHNICAL SKILLS REQUIREMENTS

Indicate the technical skills required and/or preferred, as applicable.

Skills required:

• Technical Support/SaaS Support: In-depth knowledge of Virtual Recall software and its capabilities.
• Strong Project Management Skills: Proven ability to manage projects effectively and efficiently.
• Excellent Customer Service Skills: Ability to build rapport quickly and provide outstanding customer service.
• Stakeholder Management: Exceptional communication and interpersonal skills, with the ability to represent the organisaiton with senior stakeholders and adapt communication style based on the audience.
• Strong Analytical and Problem-Solving Skills: Ability to analyse complex issues and develop effective solutions.
• Self-Sufficient and Organised: Ability to work independently and maintain excellent organsational skills.

PHYSICAL POSITION REQUIREMENTS

? The role is office based and the successful candidate will be required to be in the Virtual Recall offices 20% of the time. Zoetis supports a hybrid work environment.

? The role is full-time.

? Some UK based travel & overnight stays are required: external conferences and internal events (circa 3 times per year.)