IDEXX is a leader in veterinary software solutions, and they are seeking a Project Manager for their Customer Experience team. In this role, you will lead multi-site rollouts of veterinary software for enterprise clients, ensuring customer satisfaction and managing complex projects.
Responsibilities:
- Create detailed rollout plans and schedules using templated onboarding plans within GuideCX, including milestone tracking, resource allocation, and adherence to scope
- Schedule implementation sessions, data collection, and trainer assignments
- Strong attention to detail while managing multiple projects simultaneously is critical in this role
- Responsible for creating, maintaining, and completing project documentation to keep all stakeholders informed and ensure accurate revenue recognition for business governance
- This includes recording activities, identifying obstacles, tracking costs, and reporting results
- Assist internal partners with periodic audits to confirm compliance with IDEXX processes and ISO standards, if applicable
- Structuring teams efficiently, understanding their various functions, and delegating tasks based on their strengths and experience
- Keeping stakeholders informed of progress and expectations and communicating proactively about issues and risks
- Managing resources, budgets, timeline, and project scope, and conducting periodic reviews to identify needed adjustments
- Ramp into managing 35-45 active projects concurrently with a full portfolio that may include inactive or future projects of 80+ across several client groups
- Performing risk management by identifying potential issues early and developing effective mitigation strategies
- Find innovative solutions to support hospitals and enterprise groups throughout implementation
- Fostering partnerships with internal teams as well as external partners, hospitals, stakeholders, and sponsors, while maintaining productive relationships at all levels of the Enterprise
- Work within Project Management and cross-functional teams to identify and develop process improvements for our business
- Assist in developing training requirements, new enhancements, and conduct training sessions as necessary within the scope of the Project Management Organization
Requirements:
- 2-4 years of Project Coordination or Management experience
- 5+ years of customer service experience
- Experience in SaaS onboarding delivery preferred
- Experience within the Veterinary industry preferred
- You will possess strong written and verbal communication skills as well as interpersonal skills
- You will have strong attention to detail
- Experience with communication delivery to the C-Suite preferred
- You will possess the ability to devise tracking systems and efficient reporting
- You will possess the ability to adapt to changing situations and navigate ambiguity
- You will have strong organizational skills with the ability to prioritize and follow up
- You will possess the ability to multitask
- You will have effective project administration skills and/or task management skills
- Project management skills
- You will be a self-starter
- Experience with project management tools and collaboration platforms such as OneNote, Smartsheet, and GuideCX is beneficial (not required)