Account Manager - Enterprise

Position Overview

Roo is seeking an experienced, innovative, and data-driven Account Manager to maintain and grow relationships with our existing Enterprise clients. You will report to the National Strategic Account Manager, working closely to help formulate in-market growth strategies, build a playbook for onboarding and supporting new and existing Enterprise clients, and help maintain the Enterprise ecosystem. Your primary responsibility will be onboarding, supporting, and growing our enterprise clients, turning them into avid and loyal users on our platform.

What We Do

Roo (www.roo.vet) has created the first B2B labor marketplace in animal healthcare, connecting veterinary professionals with hospitals through innovative technology. Our dynamic platform enables hospitals to fulfill personnel needs in real-time, while allowing high-quality veterinary professionals to secure work at the click of a button. Roo represents a growing opportunity to help hospitals meet all-things staffing and a growing community of resilient vet industry professionals who value flexibility and work-life balance, while providing the best possible outcomes for clients and their pets. Our aim is to combine experienced healthcare expertise with Silicon Valley talent to shake up this industry and change the way veterinarians and hospitals work.

About the Role

This position is remote. Candidates must reside in AL, CA, FL, IL, MD, MI, MN, NY, NC, OR, PA, TX, UT, VA, or WA. Travel is encouraged up to 5% of the time for training, conferences, and events.

Responsibilities

• Support the Enterprise Director in maintaining strong relationships with Roo’s Enterprise clients, partnering with key client stakeholders to ensure alignment between their hospitals’ priorities and Roo, with the goal of retaining active hospitals.
• Support the Enterprise Director in ensuring a smooth transition from the Enterprise sales process through implementation and day-to-day account management, with the goal of reducing turnaround time for activating corporate hospitals, scheduling their onboarding, and working with local Roo reps to get hospitals to post their first shifts.
• Act as a champion for our clients and work with internal cross-functional teams to translate customer feedback into product insights.
• Collaborate with key corporate accounts to streamline the bulk upload and onboarding process for all hospitals within their organization, ensuring a smooth integration into Roo's platform.
• Co-lead the implementation and onboarding process across Roo territories, ensuring timely scheduling and coordination. Establish rapport with local Roo representatives to facilitate smooth transitions, particularly during expansion phases, with the goal of increasing shifts posted within the first month of having access to the Roo platform.
• Manage inbound emails/chats from Enterprise clients (and leads) regarding requests, product bugs/glitches, cancellations, alterations, etc., in a timely manner with a bias to urgency.
• Serve as a liaison between corporate/Enterprise hospitals and local Roo reps, identifying downgrades in activity per corporate group in each Roo market and partnering with local Roo reps to proactively reduce churn.
• Proactively identify and address any additional activities or tasks requiring Enterprise support, demonstrating flexibility and initiative in meeting client needs and Roo’s organizational goals.

About You

• Veterinary Industry experience of 3+ years (Corporate preferred) OR 3+ years of enterprise-level SaaS account management experience.
• Ability to innovate and navigate ambiguity; this is an early-stage startup environment scaling rapidly.
• Data-driven with the ability to understand clients’ business goals.

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