Project Manager, Implementation

Summary

PetDesk provides client communication software tailored for veterinary clinics to connect with pet parents. The Implementation Project Manager leads customer onboarding and software configuration, gathers requirements, delivers training, resolves implementation issues, manages customer relationships, and maintains implementation documentation and reporting.

Responsibilities

• Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient onboarding experience
• Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively
• Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response
• Develop strong relationships with customers by providing exceptional service and support throughout the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of PetDesk's client communication software
• Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including product support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction
• Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders
• Manage an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day

Skills

• Minimum of 3-5 years of experience in a customer-facing role, preferably in software implementation, customer success, or a related field, with primary customer communications over the phone or virtual meetings
• Proficient in learning and understanding software applications quickly
• Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical audiences
• Passionate about delivering exceptional customer experiences. Strong interpersonal skills and the ability to build rapport and trust with customers
• Strong analytical and problem-solving abilities to identify and resolve customer issues effectively
• Collaborative and able to work effectively with cross-functional teams, including Sales, Product, and Customer Support, to deliver excellent customer outcomes
• Thrives in task-driven workflows, effectively self-managing priorities and balancing multiple projects to deliver high-impact work
• Experience in Salesforce, Zendesk, and similar software
• Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous
• Experience working for a veterinary SaaS company, or partnering closely with veterinary clinics or the broader pet care industry is a plus!

Qualifications

Must Haves

• Minimum of 3-5 years of experience in a customer-facing role, preferably in software implementation, customer success, or a related field, with primary customer communications over the phone or virtual meetings
• Proficient in learning and understanding software applications quickly
• Excellent verbal and written communication skills, with the ability to effectively communicate complex concepts to both technical and non-technical audiences
• Passionate about delivering exceptional customer experiences. Strong interpersonal skills and the ability to build rapport and trust with customers
• Strong analytical and problem-solving abilities to identify and resolve customer issues effectively
• Collaborative and able to work effectively with cross-functional teams, including Sales, Product, and Customer Support, to deliver excellent customer outcomes
• Thrives in task-driven workflows, effectively self-managing priorities and balancing multiple projects to deliver high-impact work
• Experience in Salesforce, Zendesk, and similar software

Nice to Haves

• Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous
• Experience working for a veterinary SaaS company, or partnering closely with veterinary clinics or the broader pet care industry is a plus!

Benefits

• Remote work
• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave
• Financial Pet Adoption Support
• Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development