Director, Relationship Management

Covetrus

Director, Relationship Management

The Director, Relationship Management is a leadership role and a key player in ensuring the success and satisfaction of veterinary customers who have a lower to mid-level adoption of Covetrus's suite of products. This leader is a key part of the North American sales team, responsible for driving strategic objectives and ensuring operational excellence.

This role will lead and empower a team of Veterinary Relationship Managers who will drive our customers by engaging with them to deepen the relationship with Covetrus and identify optimization, up-sell, and cross-sell opportunities. Your team's objective is to deeply understand their unique challenges and goals, drive the optimal utilization of our solutions, and ensure that Covetrus is delivering on the customers' desired outcomes.

This position requires a combination of relationship-building prowess, sales/business development acumen, and technical proficiency. The Director, Relationship Management leads a team of remote-based business development professionals and thus should have significant experience leading a virtual sales/business development team and/or running a call center sales organization.

Essential Duties and Responsibilities:

• Lead and develop a team of relationship management/business development professionals to consistently meet and exceed company targets.
• Ensure a deep understanding of the company's products to guide customers effectively.
• Address and resolve customer issues, collaborating with internal teams for solutions.
• Oversee the entirety of the customer relationship management function and identify upsell opportunities based on customers' evolving needs and our product offerings.
• Collaborate with sales, marketing, product, and support teams to ensure a cohesive and unified approach to the veterinary customer experience.
• Establish and report on key performance indicators (KPIs) for customer success
• Partner with key stakeholders and executives on how best to achieve their business goals and remove roadblocks where necessary; this can range from product adoption, sales cycle enhancement/modification, workflow mapping, and/or capturing product feedback from our veterinary customers.
• Proactively identify potential customer satisfaction and retention risks and develop mitigation plans to address issues before they impact the client's success.
• Represent the customer's voice to provide insights to the product and development teams, contributing to continuous improvement and innovation.

• Leads and supports the virtual sales team in achieving and exceeding revenue and gross profit goals through nurturing customer relationships.
• Leverages internal content and expertise to drive virtual engagement activities, including webinars and optimization initiatives that support revenue growth and adoption.
• Collaborates closely with Account Executives & other sales leaders to assess, communicate, and pursue VetSuite leads to maximize growth potential and customer value; communicates VetSuite leads to Account Executives via SFDC.
• Manages and maintains critical data and customer updates within SFDC to effectively track and support the sales process and customer relationships.
• Performs additional duties and tasks as necessary to support the team and company objectives.

Performance Measures:

• Revenue
• Point Solution (CVET Technology Products) Bookings
• Incremental gross profit.
• Gross profit growth.
• Net gross profit/revenue retention.
• Contribution to Regional Growth/Performance targets in alignment with Regional Director objectives

Experience Requirements:

• Bachelor's degree or equivalent experience in Technology Sales, Business Development, or a related field is required.
• Minimum 5 years of relevant experience in virtual sales, account management, or similar roles within the veterinary or healthcare industry is required.
• 10+ years of relevant leadership experience demonstrating the ability to lead collaboratively in a matrix organization and effectively pull through business.

Skill Requirements:

• Strong communication and interpersonal skills that inspire our clients and teammates and the ability to convey concepts to technical and non-technical audiences.
• Strategic thinker with the ability to understand clients' business challenges and proactively identify opportunities for value creation.
• Ability to understand, translate & respond to customer needs/objectives with differentiated offers and solutions that Covetrus can deliver.
• Can pivot and adapt in fast-moving, agile environments. Capable of dealing with business conflict
• Ability to partner closely with staff across departments to implement growth strategies.
• A deep understanding of CRM tools functionality and practical experience used to support the management of a sales/business development team performance relative to KPI objectives.

Work Environment:

• This role is remote. Must live within or be willing to relocate to the Sales Region.
• Up to 75% of travel is required in this role and will be based on company events.
• Must be able to travel to national sales meetings annually as well as all relevant sales zone/regional meetings.

Preferred Qualifications:

• Previous experience in the Veterinary/Healthcare spaces is highly desirable.
• Previous experience in a similar virtual account management role is preferred.