Business Success Specialist - Veterinary Software

About the role

This team is part of the Veterinary Software Customer Experience division, a dynamic team focused on enhancing the accuracy and speed of customer experiences across IDEXX software from purchase to post-sale.

Responsibilities

• Respond to customer inquiries regarding Veterinary Software billing, subscriptions, credits, and invoice-related questions.
• Research and resolve complex billing issues in partnership with internal teams.
• Provide clear, professional, and customer-focused communication to ensure timely resolution of billing concerns.
• Maintain accurate records of customer interactions, requests, and resolutions.
• Track and manage all customer-facing billing tasks through completion.
• Identify process improvements.
• Operate in a manner aligned with standard operating procedures and other compliance requirements.
• Review and process contracts for the financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
• Ensure compliance with audit standards and financial guidelines.
• Enter contract data into internal systems and maintain records in administrative portals.
• Maintain electronic filing and archive project specific documents, including project opening forms, contracts, proposals and budget changes.
• Ensure that appropriate approvals are obtained in accordance with company policies.
• Research and reconcile project related billing issues, identify cause of project variances and clear when possible.
• Invoice and provide usage management for all VetSoft Products.
• Create Entries, Credits, Cancelations etc. (Sales to Support).
• Update and maintain customer subscription details, making necessary changes to reflect requests accurately.
• Reconcile invoice discrepancies and work with internal teams to resolve issues promptly.
• Provide Data Management using excel skills in numerous systems.
• Collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
• Collaborate with cross-functional teams to support billing operations and ensure data integrity.
• Provide UAT for new processes as part of large, scaled projects.
• Document new and existing billing processes to improve efficiency and accuracy.

Requirements

• High quality interpersonal skills, with experience working with customers and maintaining good customer relationships.
• Strong verbal and written communication and cross-functional collaboration skills, including the ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Comfortable speaking with customers about money or challenging conversations, such as declining a request for credit.
• A strong deductive reasoning and analytical skills to resolve issues.
• Attention to detail.
• Data Analytic skill set, including intermediate experience in excel (i.e., sum, v or x look up familiarity).
• Prior experience working with SAP for order entry and reporting - for the right candidate we will be willing to train.
• Organized with the ability to multi-task.
• Solid follow through with limited to no supervision.
• Comfortable with adapting to situations and positively navigating change.
• Process improvement experience and aptitude.
• Ability to work independently and as part of a team.
• Technical record-keeping management skills.
• Personal computer skills, including Microsoft Office.

Qualifications

The role requires a bachelor's degree in a relevant field or equivalent work experience. Prior experience in veterinary software billing and customer service is preferred.

Skills

• Excellent customer service skills.
• Strong problem-solving and analytical skills.
• Intermediate Excel skills.
• Experience with SAP for order entry and reporting.
• Ability to work independently and as part of a team.
• Good organizational and time management skills.

Benefits

• Day-One 5% matching 401k
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits
• Financial support
• Pet insurance
• Mental health resources
• Volunteer paid days off
• Employee stock program
• Foundation donation matching
• And much more!

Pay

Hourly base target: $26-$28/Hour

Schedule

Hybrid requirement: Onsite in Westbrook, Maine, two days per week with Wednesday being mandatory.