About the Role
Are you someone who genuinely loves connecting with people and finding solutions? Do you thrive on picking up the phone, building collaborative partnerships, and supporting clients through their challenges? We are a rapidly growing compliance and training organization serving the veterinary, funeral service, and cemetery industries across North America. We are looking for a Customer Success & Engagement Coordinator to be a trusted, empathetic partner our clients can rely on.
This role is all about meeting clients exactly where they are at. We need a proactive, people-focused individual who isn't afraid to pick up the phone to welcome new accounts, check in on existing clients, and guide warm leads toward solutions that truly make their operations safer and easier. If you are a quick learner, hungry to grow, and have a supportive, collaborative mindset, we will teach you everything you need to know about the industry!
Key ResponsibilitiesCustomer Success & Delight
- Be the Primary Voice: Pick up the phone and proactively reach out to veterinary clinics, funeral homes, and cemeteries to support their onboarding and ongoing training.
- Build Collaborative Partnerships: Serve as the day-to-day, supportive point of contact for practice managers, business owners, and operations teams, tailoring your approach to their unique needs.
- Drive Engagement: Monitor customer activity and make helpful check-in calls to ensure clients are actively using their safety and compliance programs and feel fully supported.
- Keep It Approachable: Learn to translate complex workplace safety, OSHA, and DEA compliance requirements into practical, reassuring, and accessible guidance.
- Stay Organized: Maintain clear, comprehensive notes and follow-ups within our internal systems to ensure every client gets the dedicated attention they deserve.
Relationship Growth & Engagement (Light Warm Selling)
- Nurture Warm Leads: Connect with existing clients and warm leads who have expressed interest, naturally introducing additional training, multi-location programs, or upgraded services that fit their goals.
- Support Retention: Participate in virtual check-ins and help prepare renewal materials by showing clients how we continue to add value to their business.
- Spread the Word: Help coordinate and host informative, educational webinars, virtual training sessions, and industry partner events.
Collaboration & Creative Support
- Team Up: Work closely with senior leadership, marketing, and compliance teams to share real customer feedback and brainstorm ways to improve the client experience.
- Creative Input: Help gather customer success stories and collaborate with marketing on informative newsletters, blog content, and educational resources.
Who We Are Looking For (Qualifications)
- A People-First Superpower: 1–3 years of experience in customer service, hospitality, veterinary clinics, funeral service, healthcare admin, or a related role where you focused on partnering with and supporting people through daily challenges.
- Phone Confidence: You genuinely enjoy talking to people on the phone and over Zoom/Google Meet. You are a natural relationship-builder and an active, empathetic listener.
- An Agile Learner: You don’t need to be a compliance expert today. You just need the ability to pick up new software, regulations (like OSHA or DEA rules), and industry terms quickly.
- An Eager Growth Mindset: You are excited about the fast-paced nature of a growing company and are looking for a place where you can learn, expand your skills, and build a career.
- Natural Consultative Approach: You view "selling" as a form of problem-solving. You are comfortable identifying a client's pain points and suggesting solutions that genuinely help them succeed.
- Self-Motivated: Organized, detail-oriented, and reliable in a hybrid work environment.
Note: Being a Registered Veterinary Technician (RVT) or having French-speaking skills is a fantastic asset, but not required!
Qualifications
- 1-3 years of experience
- Speak fluent English
Why Join Us?
"We don't just hire for past titles; we hire for potential, attitude, and drive."
- Flexible Hybrid Work: Ability to work from the comfort of your home and join us in-office for collaborative, fun, working sessions.
- Real Growth Potential: We are expanding rapidly across North America. If you show up with energy and an eagerness to learn, your career path here is wide open.
- Bonus Opportunities: Performance-based bonus structures to reward your hard work and impact on account growth.
Pay: $65,000.00-$85,000.00 per year
Benefits:
- Casual dress
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Work from home
Work Location: Hybrid remote in Victoria, BC
