Enterprise Customer Implementation Team Lead

IDEXX is hiring for a Enterprise Customer Team Lead. In this role, you will be responsible for leading a team of Veterinary Software Specialists who implement our premium software product, ezyVet, to  animal hospitals. This people leader will be responsible for fostering a high-performing team, retain top talent through building a world-class culture, ensure members are educated on product and workflow best practices, and encourage employees to perform their best in helping our customers achieve their desired outcomes while onboarding our software. The leader will work within the functional leadership team to provide continuous process improvement increasing efficiency and positive outcomes for the employee, customer and company. 

Role will have approximately 7-12 direct reports with an annual delivery volume of approximately 750-1,000+ projects within the ezyVet Practice Management Software suite. 

This role is onsite at our Frisco, TX or Westbrook, ME office. We are hybrid, 2 days in office weekly, with Wednesday required.

In the role of Veterinary Software Enterprise Customer Team Lead:

• Supervise day-to-day activities within the Veterinary Software Implementation department. Supervising staff, assigning work, monitoring activities, evaluating and coaching performance. Administers employment actions, provides coaching and guidance to staff and promotes staff training and development.

• Manage or provide guidance on escalated or critical issues with clients or within functional role(s). You will communicate with other related departments to coordinate work and resolve issues as needed. You will cultivate strong internal and customer business relationships.

• You will be (become) a subject matter expert on our product suite to help guide your team and customers through configuration to achieve ideal workflow and product usage best practices. As well as changes and developments in the veterinary industry affecting work activities.

• Provide ecosystem support around Implementation understanding across IDEXX (i.e. VDC liaison).

• Provide input to department policies, procedures, and training content.

• As a member of an innovative culture, you will be expected to provide internal/external customer feedback, participate in initiatives to continuously improve our product, process, and overall experience as a world-class software company within the animal health space.

• Communicate with other related departments to coordinate work and resolve issues as needed. This role is a member of a team of leaders who share responsibility for the success of all Software Implementation Specialists and thus working collaboratively with peers will be part of your daily activities.

• Utilize data, metrics and system tools to ensure efficiency and to maximize customer experience. Identifies problems, obstacles and opportunities and proactively takes action to address issues. Prepare reports and other information summarizing work activities or prepare analyses to highlight outcomes/issues and resolve questions.

• Contribute to maintenance of department technology and systems resources. Coordinates with other departments and vendors as needed to resolve issues and maintain ongoing functionality.

• In some instances, may be responsible for project/program delivery without subordinate supervisors/staff.

• May participate in outside industry groups and forums related to business activities.

What It Takes to Succeed:

• You will have 3+ years’ people leadership experience, with preference given to candidates with SaaS technical implementations or Veterinary hospital leadership.

• You will possess a strong business acumen, with software deployment (onboarding, implementation) or veterinary practice business operations preferred. Including an understanding of how to meet business goals through team motivation.

• Ability to inspire, educate, and build a high performing team culture during times of change. Experience with performance management, mentorship and coaching.

• You will have the ability to organize, prioritize and direct work activities in a fast-paced environment. This role requires relentless triage, situational adaptability, and ability to navigate/lead change with a positive attitude as key competencies for success. A growth mindset is required.

• Strong technical aptitude for cloud-based software paired with business acumen to understand customer operations and design workflows that can be achieved through software configuration.

• Exceptional goal guided servant leadership, communication, and interpersonal skills with a focus on cross-functional collaboration that resonates both in-person and virtually.  

• Strong problem-solving skills, attention to detail, and ability to manage multiple priorities.

• Comfort working in a high-growth and fast-paced environment.

• Experience partnering with internal/external partners on technical projects, including influencing key relationships.

• up to 25% travel may be required for client and team engagements or educational events

What you can expect from us:

• Salary of $70,000-$85,000

• Opportunity for annual merit-based bonus or pay adjustments

• Health / Dental / Vision Benefits Day-One

• 5% matching 401k

• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. 

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.  
 
Let’s pursue what matters together. 

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. 

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws. 

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