Implementation Manager

United StatesRemoteFull-time Employeemid

OtherImplementation ManagerProject & Program Management

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Overview

About the role: PetDesk is a leading provider of client communication software tailored for veterinary clinics to communicate with Pet Parents. As an Implementation Manager at PetDesk,

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OtherImplementation ManagerProject & Program Management

About the Role

~3 min read

PetDesk is a leading provider of client communication software tailored for veterinary clinics to communicate with Pet Parents. As an Implementation Manager at PetDesk, you will play a vital role in onboarding and configuring new customers through an inquisitive, consultative, and refreshingly personable post-sales process, ensuring a smooth, successful transition to our software. Your expertise, attention to detail, and exceptional communication skills will be essential in uncovering and resolving unique needs, allowing pet care provider businesses to thrive.

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 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 face during the implementation process. 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.

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. Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous

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

Excellent multi-tasker with the ability to self-manage and get the highest priority tasks done

Experience in Salesforce, Zendesk, or similar software is strongly preferred

Experience working with veterinary clinics or the pet care industry is a plus

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

Flexible Time Off & 12 Paid Annual Holidays

Paid Parental Leave