Aftercare Consultant

Aftercare Consultant
Sales & Client Partnerships | Building Relationships That Matter

Turn Relationships into Lasting Partnerships

At Gateway, we partner with veterinary professionals to provide compassionate aftercare services for beloved pets. Behind every trusted partnership is a team member dedicated to service, relationship-building, and helping clinics support pet families during one of the most emotional moments they face.

We are seeking a driven and relationship-focused Aftercare Consultant to join our sales team. Reporting to the Regional Sales VP, this role focuses on strengthening relationships with existing veterinary partners while identifying opportunities to grow revenue and expand service offerings.

If you are passionate about building trusted partnerships, enjoy working in the field, and thrive in a consultative sales environment, this role offers the opportunity to make a meaningful impact while growing your career.

About the Role

The Aftercare Consultant is responsible for managing and growing a defined book of business, dedicating approximately 80% of their time to existing customer relationships and 20% to developing new accounts.

This role focuses on maximizing the value of existing partnerships by identifying opportunities for service expansion, ensuring exceptional client care, and supporting veterinary partners in delivering compassionate aftercare options to pet families.

The Aftercare Consultant also works closely with the Business Development Manager to transition new customers smoothly into long-term partnerships, ensuring a positive onboarding experience and continued support after the initial sale.

Key Responsibilities

Account Management & Relationship Development

• Maintain and grow existing customer relationships through proactive engagement and service support

• Meet or exceed territory customer retention goals

• Meet or exceed Book of Business growth targets

• Conduct regular client visits to strengthen relationships and maintain a strong market presence

• Proactively perform weekly outbound customer outreach

Sales Growth & Strategic Planning

• Identify opportunities to upsell services and products within existing accounts

• Monitor customer usage trends and identify accounts where revenue may be declining

• Develop retention strategies and service improvements to maintain long-term partnerships

• Create and execute an annual territory sales and marketing strategy aligned with company goals

• Collaborate with the sales team to develop effective service and sales strategies

Customer Support & Partnership Management

• Act as a trusted advisor to veterinary clinics and industry partners

• Respond to customer inquiries and concerns within the same business day

• Conduct strategic account reviews to assess service needs and identify growth opportunities

• Partner closely with operations teams to develop effective service strategies

• Support the onboarding process for new customers in partnership with the Business Development Manager

Market Presence & Reporting

• Monitor competitive activity and position Gateway as the preferred service provider

• Maintain accurate records and activity reporting using CRM tools

• Complete weekly, quarterly, and ad hoc reporting requirements

• Participate in sales training and effectively utilize sales tools and materials

Education & Experience

• Previous industry experience or familiarity with veterinary clinics or the veterinary industry strongly preferred

• Minimum three (3) years of account management experience preferred

• Proven success managing and growing client relationships

• Experience with Microsoft Office Suite and CRM systems

• Comfortable working toward Key Performance Indicators (KPIs)

• Clean driver’s record and access to a reliable vehicle

Skills & Abilities

Communication

• Excellent verbal communication skills with the ability to present complex topics clearly

• Strong written communication skills for emails, reports, and client correspondence

• Active listening skills to understand client needs and deliver appropriate solutions

Personal Drive

• Self-motivated with strong initiative and goal orientation

• High level of integrity and professionalism

• Ability to manage stress, deadlines, and competing priorities with confidence

• Positive attitude and enthusiasm that builds trust with clients

Interpersonal & Professional Skills

• Strong teamwork and collaboration skills

• Empathy and sensitivity when working with veterinary professionals and clients

• Excellent organization and time management abilities

• Persuasive communication and relationship-building capabilities

• Reliable, accountable, and able to work independently with minimal supervision

• Strong problem-solving and fact-finding skills

Working Conditions

This role requires a combination of office work and extensive travel throughout the territory.

• Travel up to 90% within the assigned territory

• Frequent driving to veterinary clinics, care centers, and industry events

• Prolonged sitting while working at a desk or driving

• Regular phone and computer use throughout the day

• Occasional exposure to elevated noise or heat levels when visiting care centers

• Ability to lift or move up to 50 lbs when necessary

• Some weekend work may be required for conferences or industry events

Why Join Gateway

The Aftercare Consultant role offers the opportunity to build meaningful relationships with veterinary professionals while supporting services that provide comfort and dignity to pet families.

You will be part of a collaborative sales and operations team focused on delivering exceptional service, strengthening partnerships, and expanding access to compassionate aftercare solutions.

If you are motivated by relationship-building, strategic growth, and purpose-driven work, we encourage you to apply.

Join us in helping veterinary partners provide the care and support pet families deserve.