Client Success Advisor

Client Success Advisor

Platinum Performance was founded in 1996 by renowned equine veterinarian, Dr. Doug Herthel to support his cases in veterinary practice. From its earliest days, the company has held a strong commitment to veterinarians and the highest respect for their role in guiding the health, wellness and performance of the horse. For 25 years, Platinum Performance, now a wholly owned subsidiary of Zoetis, has been developing, manufacturing and marketing premium nutritional product formulas for wellness and athletic performance in horses as well as a range of pet care brands and human nutritional supplements.

Platinum Client Success Advisors provide exceptional service, advisement and order-taking to clients and veterinarians that call, email, and text Platinum Performance daily. Platinum Advisors are smart thinkers, self-starters, engaged listeners, and provide educated recommendations and solutions to our clients. Advisors will occasionally represent Platinum Performance at equine and canine events and veterinary conferences. Platinum Advisors work with a tight-knit and supportive group of fellow Advisors and build a broad range of experiences and skills. The Platinum Advisors are also expected to perform at a high level while working with multiple teams throughout the entire client experience including and not limited to Veterinary Advisors, Marketing, eCommerce, Software Development, R&D, Regulatory, Fulfillment, Production and Platinum PAKs, Quality and Finance.

They are able to apply critical thinking and problem solving to provide supplement recommendations for clients and their animals and articulate complex nutritional advice into concise and easy-to-understand protocol recommendations through phone conversations / consultations and compose clear electronic correspondence through email and text. They will occasionally travel to internal events at the Platinum Performance headquarters. The Platinum Advisor is responsible for utilizing solution selling and building client relationships while facilitating orders, answering technical nutrition and service-related questions. This position reports to the Client Success Manager. The Client Success Manager assesses performance at least once per quarter and guides the Advisor based on meeting and exceeding several key milestones that demonstrates their progress within this internal phase of the role and designates if they're ready to advance. High performing colleagues will promote to Senior Client Success Advisor.

Position Responsibilities

• Provide exceptional service, advisement and order-taking for clients and veterinarians that call Platinum Performance daily. Apply critical thinking and problem solving to provide supplement recommendations for clients and their animals. Serve and nurture client relationships to achieve a targeted NPS and targeted retention.
• Compose clear correspondence to clients through email and text to provide the highest level of friendly, informed, and personalized service recommending products that produce results or to solve moderately complex problems.
• Work cohesively with other Platinum Advisors and Client Success Manager to learn with a growth mindset. Shows capacity to learn both technical (nutrition) and operational (systems) skills. May seek input of other Advisors or assist to serve as a resource for the minimally complex problems.
• Work collaboratively and cross functionally with other departments within Platinum Performance including Production, Quality Assurance, and Shipping.

Education & Experience

• Knowledge and/or background experience of equine or small animal nutritional products; or the equine industry.
• Bachelor's degree, preferably in Animal Science, Nutrition, Agricultural Business, or related fields.

Technical Skills Requirements

• Knowledge of equine nutritional products and the equine industry.
• Ability to accurately communicate on subjects of equine and small animal nutritional products; and the equine industry.
• Ability to perform a variety of tasks utilizing a wide degree of creativity and attention to detail. Excellent communication skills with clients and team members.

Additional Skills

• Language Ability: Ability to read general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Active Listening: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Math Ability: Basic math skills required.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer and Equipment Skills: To perform this job successfully, an individual should have working knowledge and experience with basic computer programs such as Microsoft Access, Excel, Word, Outlook, and Web Mail.
• Presentation Skills: knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and present via written, oral, and visual media.
• Administration and Management: Knowledge of and experience with business management, strategic planning, resource allocation, production methods, leadership techniques, and coordination of people and resources.
• Personnel Management: Skilled at developing, motivating, and directing people as they work and identifying the best people for the job.
• Some travel required.
• Able to provide a quiet work environment and internet access.

Competencies

• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - Writes clearly and informatively; able to read and interpret written information.
• Problem Solving - Identifies and resolves problems in a timely manner; uses reason even when dealing with emotional topics.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Ethics - Treats people with respect; works with integrity and ethically
• Adaptability - Adapts to changes in the work environment
• Attendance/Punctuality - Is consistently at work and on time.
• Judgment - Exhibits sound and accurate judgment; supports and explains reasoning for decisions.
• Mental toughness – Maintains composure in very difficult situations.

Physical Position Requirements

• States considered: All US locations in Pacific time zone (California, Washington, Nevada, Oregon, Idaho)
• The employee may occasionally be required to lift to 30 pounds.
• While performing the duties of this job, the employee is regularly required to talk and type.
• The employee is frequently required to read and sit.
• The employee is occasionally required to stand, walk, and drive.
• This individual is occasionally required to push, grasp, reach with hands/arms, stoop, kneel, crouch, and crawl.

The US hourly rate range for this full-time position is $28.00 - $44.00. Our hourly ranges are determined by role, level, and location. The range displayed on each job posting reflects the base pay target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

In addition to compensation, Zoetis offers a comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one, a 401K plan with a match and profit-sharing contribution from Zoetis, and 4 weeks of vacation.

Visit zoetisbenefits.com to learn more.