Project Manager, Implementation

PetDesk provides client communication software for veterinary clinics and pet parents. The Project Manager, Implementation leads customer onboarding and software configuration, trains customers, resolves implementation issues, and manages customer relationships and implementation progress.

Responsibilities:

• Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient 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 the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of PetDesk's client communication software
• 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 an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day

Requirements:

• 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
• 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
• Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous
• Experience in Salesforce, Zendesk, and similar software
• Experience working for a veterinary SaaS company, or partnering closely with veterinary clinics or the broader pet care industry is a plus!