Note: The job is a remote job and is open to candidates in USA. PetDesk provides client communication software tailored for veterinary clinics to communicate with pet parents and simplify clinic operations. The Implementation Project Manager owns end-to-end customer implementation projects, including requirements gathering, configuration, training, go-live, early adoption, issue resolution, and customer relationship management.
Responsibilities
- Own the end-to-end implementation project for PetDesk customers—from kickoff and requirements gathering through configuration, go-live, and early adoption—ensuring projects stay on track while delivering a seamless 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 implementation and early adoption. Act as a trusted advisor, proactively guiding customers through change management, sharing best practices, and ensuring they achieve value
- 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 a portfolio of approximately 30–40 concurrent implementation projects, balancing timelines, customer communications, and project milestones while conducting 3–4 customer meetings each day
Skills
- This role is aligned to the Eastern Time Zone. While we welcome candidates from across the United States, you must be comfortable working primarily Eastern Time Zone business hours
- 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
- Professional fluency in both English and French (written and spoken) is required
- 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, or similar software
- Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous
- Professional fluency in German is a plus, but not required
- Experience working for a veterinary SaaS company, or partnering closely with veterinary clinics or the broader pet care industry is a plus!
Benefits
- 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
- Remote work arrangement
Company Overview