Project Manager - Veterinary Software - Customer Experience

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)