Senior Manager of Sales + Customer Experience, Small Door
$100-140k
+ Equity
Members-only veterinary practice
Be an early applicant
Members-only veterinary practice
101-200 employees
Be an early applicant
$100-140k
+ Equity
101-200 employees
Company mission
To deliver superior veterinary care for pets while providing a personalized, modern, and convenient experience for pet parents.
Role
Who you are
- 5+ years of experience in customer experience, customer success, account management, sales, business development, or similar roles
- 2+ years of experience managing CX, success and/or account management teams, with a strong track record of improving CX metrics
- Proven experience in managing and developing high-performing teams
- Strong analytical skills with the ability to translate data into actionable insights and strategies
- Excellent communication, interpersonal, and leadership skills
- Strong technical skills and the ability to adapt to new softwares
- Dialpad, Intercom, Text mate and other CX/Sales tools are a plus
- Comfortable with pulling and analyzing data to understand staffing, schedule and KPI successes
- Experience hiring and scheduling is a plus
- Experience working with remote teams is a plus
- You are a team player, who is willing to jump in and take calls, answer emails, questions, etc. as necessary to help support your team
What the job involves
- Design and execute the strategy across three teams: Telehealth, Phone Sales, and Customer Service, aligning it with Small Door Vet’s business goals and customer-centric vision
- Manage and mentor telehealth nurses and customer services teams to deliver high quality care for our members when they need us most balancing availability, response time, and costs
- Manage and mentor sales advisors to deliver a great first touchpoint with small door and maintain a high conversion rate to bookings
- Guidance, training, and development to ensure a high-performing, customer-focused culture. Foster a collaborative environment to drive engagement, accountability, and continuous improvement
- Develop processes for capturing, analyzing, and acting on customer feedback. Work closely with the product, marketing, and clinical teams to address recurring issues, improve offerings, and create a consistent customer experience
- Establish and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, response times, and service quality. Drive continuous improvement through data-driven decision-making and reporting
- Managing, motivate, and train new and existing team members, while monitoring quality, productivity, effectiveness, and success
- Collaborate with clinical, product, and marketing teams to ensure a holistic approach to customer experience. Advocate for the customer voice in product/service development and brand communications
Our take
The veterinary industry is struggling to keep up with the number of pets owned in the US - veterinary practitioners are overworked and underpaid, and the result of this is long waits for appointments, shorter visits and a general decrease in veterinary care. Small Door provides a membership model that pairs clients with vets to give pet owners access to 24/7 communication and priority services, ensuring their animals reach the care they need.
There are other companies that are aiming to reduce wait times and costs for sufficient veterinary care. However, Small Door has found its niche in the market by guaranteeing annual examination and priority access to specialists that are trained to deal with specific animals.
Whilst Small Door has opened physical veterinary services, its core focus lies in connecting clients with the appropriate veterinary experts. It claims this helps the company stay true to its true goal: to provide the essential care that pet owners need, whilst ensuring vets are not overworked or underpaid. Small Door's continued funding efforts support its pledge to increase employee count as each practice grows, and also aim to have opened 25 locations by 2025.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We have aspirational goals and challenges that arise given a complex structure. Yet everyone meets those challenges with support and the ability to..."
Funding (last 2 of 4 rounds)
Dec 2022
$40m
SERIES B
Jun 2021
$20m
SERIES A
Total funding: $66.5m
Company benefits
- Bonus scheme
- Health, dental + vision insurance
- 401K (plus company match)
- Paid-time off, CE allowance, parental leave, and company wide holidays
- Upward mobility and growth opportunities
- Working in a well designed hospital with state-of-the-art equipment
- One Medical membership, HealthAdvocate membership
- Free CitiBike membership, WageWorks commuter benefits
- A collaborative family of people who live our core values and have your back
- A clear career path with opportunities for growth and development, both personally and professionally
Company values
- High standards
- Collaboration
- Transparency
- Respect
- Ownership
Company HQ
West Village, New York, NY
Articles
Leadership
Josh Guttman
(CEO)Worked in Investment Banking Analysis before joining Cowen and Company's Private Capital Group as an Associate. Was GM of AOL from 2008 to 2011, before moving to Sphere as COO. Became CEO of Sphere in 2009, and then joined Outbrain, a recommendation platform. Was a Partner at SoftBank Capital from 2013 to 2017 and then co-founded Small Door in 2018.
Florent Peyre
(President)Joined Ernst & Young as a Senior Team Lead in 2000. Was an Internal Consultant at Lagardere SCA. Moved to Hachette Filipacchi Media, eventually being promoted to VP of Emerging Platforms. Was hired by Gilt as VP of Business Development & Strategy, and then co-founded two startups, CasaHop and Placemeter, in 2012.
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