Sr. Project Manager, Implementation

PetDesk provides client engagement tools and a pet parent app that help simplify veterinary clinic operations and strengthen client relationships. The Senior Project Manager, Implementation leads complex, multi-product customer implementations, coordinating internal and external stakeholders, managing risks and timelines, and ensuring successful launches. The role also drives process improvements and uses AI and other tools to increase implementation efficiency and visibility.

Responsibilities:

• Lead end-to-end execution of large, multi-product implementations, customers with more than three solutions purchased at once), and implementations with particularly complex or challenging onboarding projects
• Lead customer project meetings and provide clear, confident communication around progress, decisions, risks, upcoming milestones, and customer responsibilities
• Own escalation handling for active implementations (e.g., slipping milestones, stakeholder misalignment, unresolved blockers) to prevent churn that originates during implementation, ensuring issues are triaged, routed, customer is connected with, responses are tracked and resolved against defined SLA response and resolution targets
• Translate customer priorities and clinic workflows into clear implementation requirements and ensure those requirements are understood by the teams responsible for delivery
• Partner closely with dedicated Build and Customer Enablement teams to facilitate the appropriate configuration of PetDesk solutions and ensure customers receive the training and support needed to successfully launch
• Influence and coordinate across AE, Build, Customer Enablement, Strategic Account Management, Customer Success, Support, and executive stakeholders (internally and with the client) to ensure work is completed by agreed-upon milestones
• Use tools consistently to maintain accurate project information and proactively communicate status to internal and external stakeholders
• Continuously identify opportunities to improve implementation processes, leveraging AI and other tools to increase efficiency, consistency, and visibility

Requirements:

• 4+ years of experience managing complex, multi-stakeholder, multi-product implementations or similar customer-facing projects
• Hands-on experience using Klient PSA, Wrike, or another complex project management platform for daily activity management, time tracking and internal visibility
• Demonstrated track record of delivering large-scale, multi-product implementations and go-lives on schedule and in less than 60 days
• Strong cross-functional project leadership skills, with the ability to influence and drive accountability across teams without direct authority
• Excellent organizational and prioritization skills, with the ability to actively manage multiple complex projects simultaneously and daily
• Strong written and verbal communication skills, including the ability to set clear expectations and lead effective virtual meetings with customers and internal stakeholders, always creating clear next steps with scheduled date/time
• Ability to quickly discuss and understand how practice management software solutions and incumbent provider approach and customer preferences would influence workflows, technical dependencies to create the desired experiences in our software
• Ability to translate customer preference and workflows into build specs for internal teams to create on time, within scope and to customer specification
• Demonstrated experience using AI to build, streamline, or optimize processes
• Strong customer orientation and the ability to balance customer priorities with internal business and operational requirements
• Dedicated, quiet workspace and ready to be "camera-on" during calls with strong internet stability
• Working knowledge of VoIP/telephony technology and network requirements a plus
• Experience working in veterinary or healthcare SaaS implementations preferred