The Practice Training Manager works closely with the VP of Sales, Marketing, and Customer facing teams. This key role will be responsible for managing Training and Onboarding Specialists for successful practice implementations and trainings effectively and in a timely manner. This position is also responsible for providing leadership necessary to deliver outstanding service to both internal and external customers.
Owning the personnel processes for the onboarding and training teams. This includes facilitating the hiring, on-boarding, scheduling, training, and coaching all Team members. Coaching and mentoring on a daily basis by using verbal and written communication skills/mediums.
Facilitate improvements in the implementation and training process.
Monitoring and managing required metrics through the use of CRM tools related to required daily activities.
Managing communication of training and onboarding to shorten the implementation and training process.
Monitoring the gathering of credential documents for prospective veterinary hospitals.
Research and discover methods to increase customer touches (i.e. phone cadence, time of follow up, engagement etc)
Gathering data, evaluating information and providing feedback to direct reports for increasing performance, overall productivity and skill sets.
Responsible for coaching and performance management to include quarterly and annual performance reviews.
In partnership with the Director of Inside Sales, conduct team meetings to review results/successes/areas needing improvement and to engage in ongoing training.
Handling multiple priorities in a fast past environment.
Be a great team player and a high-energy individual contributor. We expect you to initiate improvements on your own and share with your colleagues.
Facilitate regular Team meetings to build Team cohesion via updates and problem solving.
Establish and monitor monthly and quarterly Team goals.
Other duties as assigned
Oversight of all activities for the training and onboarding teams, as well as the personnel activities of hiring and conducting coaching conversations, including review of performance and goal setting for next quarter
Meets regularly with staff
Provide staff with feedback regarding performance metrics to include corrective action if necessary
Responsible for coaching, training, mentoring and motivating staff
ORGANIZATIONAL RESPONSIBILITY STATEMENT
In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource’s Core Value Principles: Do the right thing every time; Treat others the way you want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles.
Proven work experience managing teams tasked with implementing technology or software and training users.
Strong written and verbal communication skills, ability to effectively communicate at all levels of an organization internally, as well as communicating with external representatives such as Key Account Managers, Distribution Representatives and clients.
In-depth knowledge and understanding of implementation and training process.
Technically savvy; knowledge of CRM tools, proficiency in MS office, including Word, PowerPoint, Excel and other productivity applications.
Ability to work independently; ability to organize data; strong analytical skills required with a great attention to detail.
Energetic, positive attitude and team-player, desire to win mentality is a must. Exhibit a willingness to consistently take on new challenges
Proven ability to follow through
Must be able to make sound judgement decisions and know when to ask their manager for assistance.
Facilitate process improvement projects with the Team based on sound data analysis.
Proven ability to lead teams toward organizational goals with successful outcomes.
Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear, calm, and concise manner.
Demonstrate sound de-escalation and conflict resolution skills
Strong organizational and time management skills with ability to work independently.
Excellent writing skills with great attention to detail.
Must be team-oriented and work well with others.
Self- motivated with a strong desire to learn and grow personally.
Ability to work in a fast-paced, rapidly changing environment, with the ability to multi-task.
Excellent computer skills are required; experience using email, instant message, Microsoft Excel, Microsoft Word, Microsoft PowerPoint as well as the ability to learn how to navigate unfamiliar systems or programs quickly.
Must be able to use sound judgement and know when to ask for assistance
Ability to provide and receive constructive feedback in a professional manner
Minimum 5 years of implementation or training experience with progressive leadership responsibilities
Minimum 2 years supervisory experience
Bachelor’s Degree in Business Administration, Business Management or equivalent job related experience
Understanding of the veterinary pharmaceutical market and experience in a veterinary practice or other healthcare or scientific industry is ideal
Bi-lingual preferred, but not required
Environment where dogs are present
Normal office environment with extensive phone and computer use
Call center environment
Occasional travel may be required (up to 10%)
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k).
Vetsource is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.