Roo Experience Concierge (RXC)
New
R
RooVeterinary staffing
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.Full-TimeMiddle
Salary90,000 - 160,000 USD per year
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Job Details
- Experience
- 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services; 3+ years in B2B account management or sales.
- Required Skills
- Customer serviceHubSpotAccount ManagementCRM
Requirements
- 5+ years of experience in the veterinary industry, preferably in hospital operations, clinical management, or veterinary services.
- 3+ years of experience in B2B account management or sales.
- Strong ability to manage partner relationships and navigate complex conversations.
- Empathetic and confident in handling difficult conversations with professionalism and care.
- Highly organized and detail-oriented, with the ability to manage multiple active recovery cases simultaneously.
- Skilled in strategic communication and de-escalating situations while maintaining trust.
- Comfortable using technology, spreadsheets, and CRM tools (e.g., HubSpot) to track actions and measure outcomes.
- Naturally curious and motivated to improve processes and partner satisfaction.
Responsibilities
- Act as the frontline ambassador for Roo, delivering white-glove support to hospitals across all touchpoints.
- Manage complex and urgent day-to-day inquiries, ensuring timely, empathetic, and accurate responses.
- Drive problem-solving and conflict resolution efforts on behalf of hospitals, finding a winning solution for the customer.
- Provide guidance and education on platform features, troubleshooting, and process improvements.
- Collaborate with Account Management, Success, and Product teams to surface trends and insights that enhance the Roo experience.
- Track satisfaction metrics and identify opportunities for elevated service experiences.
- Champion user empathy internally, representing both vet and hospital perspectives in continuous improvement efforts.
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