Customer Service Manager

Job Title: Customer Service Manager

Company: Vytelle 

Reporting to: Global Customer Service Director 

Direct Reports: N/A 

Location: Australia - Brisbane or Melbourne (Remote)

ABOUT VYTELLE 

We are a global biotechnology company operating at the edge of practical innovation, reshaping how cattle producers worldwide unlock animal performance. Our portfolio includes world class Bovine phenotypic and genotypic data capture system via Vytelle SENSE which enables producers to accurately select desired traits to continually product elite progeny, coupled with Vytelle ADVANCE In Vitro Fertilisation Service, which enhances the speed at which genetic improvement can be made. 

ROLE OVERVIEW 

We are seeking a Customer Service Manager to lead the end-to-end customer journey for Vytelle ADVANCE services in Australia and New Zealand. This role owns the customer experience before, during, and after OPU, with a clear focus on retaining at least 90% of customers, attracting new customers, ensuring seamless coordination, and acting as the critical link between customers, lab teams, operations, and commercial. 

This is not a transactional support role. You will be the face of the customer internally ensuring they feel heard, informed, and supported at every touchpoint. You will be accountable for their success, while championing a culture of empathy, context-sharing, ownership, and continuous improvement. Customers include on-farm producers and Vytelle satellite partners. 

RESPONSIBILITIES 

Customer Journey & Experience Ownership 

• Be the primary point of contact for all customer communications from booking through to embryo reporting and feedback. 


• Ensure customers are fully informed and confident about the IVF process, timeline, and mutual expectations for successful outcomes 


• Own post-OPU follow-ups including data collection, rebooking discussions, and satisfaction checks. 


• Proactively gather and use customer feedback to drive improvements in experience and retention. 


• Build strong, empathetic relationships based on trust, transparency, and responsiveness. 


• Onboard, train and drive the Vytelle.io experience and use of RSVP tool  

Cross-Functional Coordination 

• Coordinate across internal teams (Lab, Ops, Finance, Commercial) to ensure clarity, context, and alignment around each customer. 


• Support Field Ops with accurate, timely information for travel, logistics, and materials planning. 


• Liaise with customers to confirm matings, semen details, paperwork, and service logistics. 


• Process & Reporting 


• Drive process discipline, using tools like HubSpot CRM and Vytelle.io for tracking leads, interactions, and service tickets. 


• Ensure accurate and timely customer reports, freezing certificates, and embryo outcome communications. 


• Track and report key metrics related to customer experience, satisfaction, retention, and process effectiveness. 


• Own regional ticketing system working across departments to drive prevention, triage, remedy and communication 

Demand Generation & Customer Growth 

• Conduct proactive outbound engagement including lead follow-up, warm prospect outreach, and lapsed customer reactivation to drive service demand and pipeline growth. 


• Partner with Commercial and Field Operations teams to identify target customers and coordinate outreach strategies aligned with regional growth priorities. 


• Use HubSpot CRM and Vytelle.io to track outreach activity, customer insights, and opportunity progression. 


• Engage past customers to understand previous outcomes, address barriers to rebooking, and identify opportunities to reintroduce Vytelle ADVANCE services. 


• Maintain a structured cadence of outbound communication including calls, email follow-ups, and relationship-building touchpoints. 

Regional Support 

• Lead customer coordination for Australia, and New Zealand  


• Assist in aligning lab and customer schedules to meet regional demand 

KEY ATTRIBUTES & EXPECTATIONS 

We are looking for a team member who: 

• Leads with empathy, builds context, and acts as a connector across people and functions. 


• Shows strong accountability and a bias for action 


• Thrives on problem-solving and creating clarity in fast-paced, high-precision environments. 


• Drives customer retention and loyalty through value, trust, and proactive service. 


• Feels responsible for contributing to culture, outcomes, and overall company success. 

Vytelle’s Core Values 

Leadership: Inspire and serve and seek the best in each other 

Endurance: Pacesetter, takes action and realises results 

Pioneer: Infinitely curious, catalyst and listens for ideas 

Love: Contagious passion for customers and our purpose 

Count on Me: Take accountability, depend on each other and adaptable. 

Ability to adopt and adhere to Vytelle’s Foundation: The Common Thread of Integrity, Respect and Trust 

In addition to: 

• Teamwork: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the Company. Set goals, resolve problems, and make decisions that enhance the Company’s effectiveness. 


• Team Member Orientation: Anticipate, understand, and respond to the needs of team members to meet or exceed their expectations. 


• Direction and Decision making: Positively influence others to achieve results that are in the best interests of the Company. Assess situations to determine the importance, urgency, and risks, and make clear decisions are timely and in the best interests of the Company. 

 SKILLS AND ATTRIBUTES 

Required: 

• Proven success in customer success, service, or coordination role. 


• Strong verbal and written communication with an emphasis on listening and empathy. 


• Excellent time management, prioritisation, and detail orientation. 


• Confident navigating systems (CRM, ticketing, customer software). 


• Ability to travel occasionally as required. 

Desired but not required: 

• Knowledge of bovine reproduction, IVF or cattle industry. 


• Experience working with agricultural/life sciences organisations. 


• Located in or near Brisbane or Melbourne labs (preferred but not essential) 

EXPERIENCE AND QUALIFICATIONS 

• Bachelor’s degree or equivalent 


• Proven success in a customer support role 


• Knowledge and use of customer service software and ticketing systems 


• Located in one of our labs with travel as appropriate to Vytelle labs