Enterprise Account Manager

Position Overview

• Location Type: Remote (Candidates must reside in AL, CA, FL, IL, MD, MI, MN, NY, NC, OR, PA, TX, UT, VA, or WA)
• Job Type: Full-time
• Salary: Not Specified

Roo is seeking an experienced, innovative, and data-driven Account Manager to join their team. This role focuses on maintaining and growing relationships with existing Enterprise clients in the animal healthcare industry. You will report to the National Strategic Account Manager and play a key role in formulating growth strategies, building onboarding playbooks, and supporting the Enterprise client ecosystem. The goal is to onboard, support, and grow enterprise clients, fostering loyalty and active usage of the Roo platform. Travel is encouraged up to 5% for training, conferences, and events.

About Roo

Roo (www.roo.vet) is revolutionizing the animal healthcare industry with the first B2B labor marketplace. Their innovative technology connects veterinary professionals with hospitals, enabling real-time fulfillment of personnel needs for hospitals and providing flexible work opportunities for veterinary professionals. Roo aims to support hospitals with all their staffing needs and build a community of resilient vet professionals who value work-life balance and providing excellent patient care. By combining healthcare expertise with Silicon Valley talent, Roo is set to disrupt the industry and transform how veterinarians and hospitals operate.

Responsibilities

• Support the Enterprise Director in maintaining strong relationships with Roo’s Enterprise clients.
• Partner with key client stakeholders to align hospital priorities with Roo's offerings, aiming to retain active hospitals.
• Assist the Enterprise Director in ensuring a seamless transition from sales through implementation and ongoing account management.
• Reduce the turnaround time for activating corporate hospitals and scheduling their onboarding.
• Work with local Roo representatives to encourage hospitals to post their first shifts.
• Act as a client champion, translating customer feedback into product insights by collaborating with internal cross-functional teams.
• Streamline the bulk upload and onboarding process for all hospitals within corporate accounts, ensuring smooth integration into Roo's platform.
• Co-lead implementation and onboarding processes across Roo territories, ensuring timely scheduling and coordination.
• Establish rapport with local Roo representatives to facilitate smooth transitions, especially during expansion phases, with the goal of increasing shifts posted within the first month.
• Manage inbound emails and chats from Enterprise clients and leads regarding requests, product issues, cancellations, and alterations in a timely and urgent manner.
• Serve as a liaison between corporate/Enterprise hospitals and local Roo representatives.
• Identify downgrades in activity per corporate group in each Roo market and partner with local representatives to proactively reduce churn.
• Proactively identify and address additional activities or tasks requiring Enterprise support, demonstrating flexibility and initiative.

Requirements

• 3+ years of experience in the Veterinary Industry (Corporate experience preferred).
• OR 3+ years of enterprise-level SaaS account management experience.
• Ability to innovate and navigate ambiguity in a fast-paced, scaling startup environment.
• Data-driven approach with the ability to understand clients' business goals.