Business Success Specialist - Veterinary Software

This team is part of the Veterinary Software Customer Experience division, a dynamic team that is focusing on improving the accuracy and response time of our customer experience across all IDEXX software from sale throughout the customer lifecycle.

The Business Support Specialist will play a key role in ensuring accurate and timely billing of IDEXX software products and services. This individual will handle a variety of administrative and customer-facing tasks to support billing operations, including responding to customer inquiries, processing contracts, and maintaining accurate records per our audit standards.

• You will respond to customer inquiries regarding Veterinary Software billing, subscriptions, credits, and invoice-related questions.
• You will research and resolve complex billing issues in partnership with internal teams.
• You will provide clear, professional, and customer-focused communication to ensure timely resolution of billing concerns.
• You will maintain accurate records of customer interactions, requests, and resolutions.
• You will track and manage all customer-facing billing tasks through completion.
• You will identify process improvements.

• You will operate in a manner aligned with standard operating procedures and other compliance requirements.
• You will review and process contracts for the financial related terms and conditions to ensure accuracy, completeness, and compliance with company policies and legal requirements.
• You will ensure compliance with audit standards and financial guidelines.
• You will enter contract data into internal systems and maintain records in administrative portals.
• You will maintain electronic filing and archive project specific documents, including project opening forms, contracts, proposals and budget changes.
• You will ensure that appropriate approvals are obtained in accordance with company policies.
• You will research and reconcile project related billing issues, identify cause of project variances and clear when possible.

• You will create Entries, Credits, Cancelations etc. (Sales to Support).
• You will update and maintain customer subscription details, making necessary changes to reflect requests accurately.
• You will reconcile invoice discrepancies and work with internal teams to resolve issues promptly.

• You will provide Data Management using excel skills in numerous systems.
• You will collaborate with leadership and internal stakeholders on billing process design for software products, and process workflow improvements for existing software products and team(s).
• You will collaborate with cross-functional teams to support billing operations and ensure data integrity.
• You will provide UAT for new processes as part of large, scaled projects.
• You will document new and existing billing processes to improve efficiency and accuracy.

• High quality interpersonal skills, with experience working with customers and maintaining good customer relationships. You will have phone skills, with the ability to establish rapport.
• 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…