GuideCX Admin

IDEXX Veterinary Software Customer Experience (CX) team is seeking a talented, hands-on Systems Administrator to help take the CX organization to the next level. 

We have a preference for being hybrid based in our Westbrook, ME or Frisco, TX offices, but we will also consider remote for the right candidate

In this role, you will report to the CX Operations Manager and manage the Veterinary Software CX team’s ecosystem of software tools, including customer onboarding & project management solutions, Customer Success platform, and other integrated products. Our core tools are GuideCX, Customer Engage, Gong as well as some GainSight. This is an exciting opportunity for a proactive, detail-driven, technically oriented self-starter to contribute to our rapidly growing business. 

This position offers a dynamic opportunity to play a crucial role in optimizing our systems and processes, ensuring a seamless experience for both our internal teams and veterinary customers. If you have a passion for systems administration, problem-solving, and enhancing customer success, we invite you to apply and contribute to IDEXX Veterinary Software’s ongoing success. 

• Oversee the IDEXX Veterinary Software CX team’s customer onboarding & project management solutions, Customer Success platform, and other integrated products, satisfying business requirements.  

• Act as key point of contact for troubleshooting and technical support for supported products.  

• Provide daily system/application administration, including but not limited to, maintenance and support for the platform, users, integrations, and custom reports/dashboards to ensure seamless system functionality.  

• Develop strong business relationships with internal business clients, other related departments, and vendors to ensure successful system implementation and support.  

• Collaborate with stakeholders and cross-functional teams across the business to gather and understand system requirements for maintaining a comprehensive view of the ecosystem and implementing improvements.  

• Configure and optimize systems to enhance operational efficiency and meet organizational goals.  

• Stay informed about industry trends, emerging technologies, and platform updates to recommend enhancements or workflow changes as needed.  

• Work closely with each platform and the vendors to leverage capabilities to enhance customer onboarding and success.  

• Analyze, understand, and translate business needs into technical configurations that administrators and developers can use as guidelines for configuration and/or programming work.   

• Assess technical requirements of requests and scope for projects, manage prioritization, and communicate results to the business clients, project teams, and IT counterparts.  

• Facilitate or participate in testing activities to ensure development work meets user requirements. May develop test script criteria and use cases for functional and end-user testing. Prepare materials and/or conduct end-user training sessions to support use and feature sets for new or updated systems and applications.  

• Develop and maintain documentation for system configurations, processes, and best practices.  

• Bachelor’s degree in Computer Science, Information Technology or other related discipline (Liberal Arts / English majors welcome!), or an equivalent combination of education and experience.  

• Computer and technical aptitude required. 

• Excellent problem-solving skills required. 

• Excellent customer service and business relationship-building skills required. 

• Ability to work well independently and within teams, including with senior leaders and stakeholders. 

• Strong communication skills, both verbal and written, including the ability to translate technical subject matter to non-technical audiences. 

• Detail-oriented with the ability to document configurations and processes accurately. 

• Results-oriented self-starter with the ability to multi-task, prioritize and meet deadlines with limited supervision. 

• This role will collaberate with global teams so some flexibilty with timezones is required

The right veterinary software is critical to operations, clinical outcomes, client relationships, and more. IDEXX offers the software and services—and partnerships—that practices of all types and sizes need to succeed. Dedicated, proactive support and training, plus unmatched integration, have made us an AAHA Preferred Provider of veterinary software—and the choice of more than 125,000 veterinary professionals. 

IDEXX Veterinary Software manages the company’s ecosystem of practice management software solutions and applications. Our software makes the lives of veterinarians and their teams easier – which means they can spend more time caring for pets. The software group is a unique place within IDEXX – we have the pace and energy of a software organization combined with the people-centric culture of IDEXX.  You will work with genuinely nice people who are committed to making the world better for pets and those who care for them. 

Let’s pursue what matters together!