Job Title: Customer Service Manager

Company: Vytelle

Direct Reports: N/A

Location: Remote US

Salary Range: Commensurate with Experience

Status: Full-time exempt

About Vytelle

We are a global precision livestock company reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE and Vytelle INSIGHT which enables producers to accurately select desired traits to continually product elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilization Service, which enhances the speed at which genetic improvement can be made.

Role Overview

The Customer Service Manager will lead and facilitate the customer experience for Vytelle ADVANCE IVF services, managing for success. This includes customer communications and planning to assure all requirements are met, pre and post OPU (ovum pick up), in collaboration with the Vytelle Operations, Finance and the Commercial customer teams. This role will act as the central point including but not limited to answering questions, troubleshooting, asking for feedback and keeping track of all necessary documentation related to customer interactions. Customers include Vytelle access points where OPU services are provided, that are directly 'on-farm' or on a 'satellite' farm that hosts Vytelle OPU sessions as well as direct contact with individual farmers and potential customers.

Responsibilities

Operational Coordination

• Confirm semen, matings, reverse sort, back up sires, split matings, paperwork etc. with customers prior to IVF to ensure all required information and semen are in place for the OPU.
• Create and manage donor OPU schedule (on farm OPUs)
• Coordinate embryo/semen storage/shipping with customers and create packing list
• Proactive coordination and communication of IVF process Day 6 predictions and customer priority coordination for fresh transfers
• Facilitation and communication of scheduling and logistics between customer and operations, accounting/finance, and commercial as needed
• Schedule and confirm service dates between Vytelle customers and Vytelle Operations.
• Provide all customer information necessary for Field Operations team to be able to plan travel, logistics, equipment and materials, etc.
• Acquire sales information that is needed to bill customers timely and correctly.
• Use of Hubspot CRM for lead generation, customer tracking and ticketing
  
  

Customer Coordination

• Answer general and specific questions about Vytelle ADVANCE services pre and post OPU
• Customer Inbound question management: Regarding the production process and status, including information and expectations for embryo production (# oocytes from OPU to lab, cleavage rates, predictions, etc.)
• Customer Outbound follow up: gather data on the entire Vytelle experience, including: embryo transfer information, pregnancy rates, calving information, etc.
• Customer Reporting: Send final reports and freezing certificates to customers
• Connect customer to Vytelle recommended adjacent service providers – examples: donor housing, recipients, embryo transfer technicians, embryo/semen storage services, etc.
  
  

Customer Service Data Management

• Champion and drive use and compliance to the Vytelle Portal internally and externally and answer any support-related question
• Identify, track, raise, manage and resolve customer experience issues, collaborating with appropriate Vytelle staff.
• Follow up post OPU for data collection, feedback and rescheduling
  
  

Role Model Behaviors - Engage, enable empower and act on:

Vytelle’s Core Values

Leadership: Inspire and serve and seek the best in each other

Endurance: Pacesetter, takes action and realizes results

Pioneer: Infinitely curious, catalyst and listens for ideas

Love: Contagious passion for customers and our purpose

Count on me: Take accountability, rely on each other and adaptability

Ability to adopt and adhere to Vytelle’s Foundation: The Common Thread of Integrity, Respect and Trust

In addition to:

Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company’s effectiveness.

Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations.

Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company.

Skills And Attributes

• Service driven passion for helping people
• Figure it out skills and problem-solving abilities
• Excellent written, verbal and active listening communication skills
• Extremely organized and systematic approach to work and process
• Bias for execution, ownership, and responsibility
• Strong time management skills and ability to prioritize based on urgency
• Ability to translate highly technical processes/products into practical customer solutions
• Strong communication skills: demonstrate empathy and communicate with clarity
• Cattle knowledge and bovine reproduction knowledge is a plus
  
  

Experience And Qualifications

Bachelor’s degree

Proven success in a customer support role

Knowledge and use of customer service software and ticketing systems

Willing to travel as needed to satellites and/or Vytelle labs (

EQUAL EMPLOYMENT OPPORTUNITY POLICY

Vytelle provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.