IDEXX Veterinary Software and Services - Vello Product Specialist - Vello Integration ezyVet

As a Vello Software Product Specialist ("PS") your primary role is to be the consultant and coach veterinary practices on the set up and configuration of their Vello software and Vello Client Communications integration with ezyVet.

In this role you are both trainer and consultant, guiding the customer to understand how the choices they make in the design of their software/s will impact the way their staff is able to execute workflow in the practice. You will also be consulting and encouraging Vello best practices – Preventative Care – Printed Postcard Adoption and any other features that will help the practice grow, increase revenue and improve patient care and get the most out of Vello.

In addition to Vello, the role may also require taking on additional skills and onboarding of additional products (IDEXX DX Integrations, Cornerstone/Professional Service Training, Smart Flow, rVetLink, Neo, ezyVet, etc.) as business needs change.

The Product Specialist position is virtual based with up to 25% travel. Examples of travel include but are not limited to: customer adoption assistance, educational summits, professional training, and occasional software launches. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.

• You will be answering customer questions, explaining products and services, instructing in use of equipment, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
• Ensures ongoing customer satisfaction and continuing strong customer relationships.
• Supports quality management system and other compliance requirements.

• Technical aptitude – early adopter of new technology.
• Experience training adult learners (formal or informal) preferred but will be trained for the correct candidate.
• Comfortable with public speaking and leading meetings with more than one participant.
• Ability to consult with individuals on best practice guidelines as provided by product teams.
• To be successful in this role you will need to have expertise in setting and managing customer expectations, along with a demonstrated ability to lead without authority.
• Excellent verbal and written communication skills; ability to present and explain information in a way that establishes rapport and persuades others and gains understanding.
• A general business understanding of the veterinary industry, and how veterinary practices function is preferred (Including practice workflow, practice roles, client communication and preventative care/best practices).
• You will be able to build strong customer and peer partnerships that allow you to gain confidence and trust from others easily.
• You will have the ability to plan and prioritize work in a dynamic environment and make quality, timely decisions.
• Attention to detail and ability to track, diagnose and determine next steps in a plan. Ability to diagnose, troubleshoot and resolve customer issues, including both business and technical issues, and drive resolutions that benefit the customer and IDEXX.
• It is imperative that you have effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations.
• You must be comfortable learning and using technology (SaaS programs) and working with computers. You will use a combination of telephone, email, Salesforce (CRM), GUIDEcx (project management app) and other SaaS solutions to ensure a high-quality experience with onboarding.

• ezyVet knowledge
• Highly organized
• Detail oriented
• Analytical thinking skills
• Technical aptitude for SaaS products
• Enthusiastic attitude
• Professional persistence
• Ethical
• Ability to influence without authority
• Authenticity
• Self‑motivated
• Ability to manage multiple priorities and remain composed during busier…