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Implementation Manager

2 months, 3 weeks ago
United States
Full-time
Mid Level
Implementation Consultant
Customer and Technical Support
CRM Salesforce
Apply Now
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised
View All Jobs 8

Description

  • Lead the end-to-end implementation process for new PetDesk customers, from kickoff through go-live.
  • Gather and document customer requirements and configure the software to meet each customer's specific needs.
  • Conduct comprehensive training sessions to educate customers on PetDesk features and best practices.
  • Use a customer-success consultative approach to educate customers on process improvements and time-saving workflows.
  • Analyze and interpret backend results to inform customers, troubleshoot issues, and provide accurate responses.
  • Build and maintain strong customer relationships and act as a trusted advisor throughout the implementation process.
  • Identify and resolve technical issues during implementation and coordinate with internal teams (product support, Sales, CS) for timely resolution.
  • Maintain accurate documentation of customer interactions, implementation details, and configurations in the CRM and generate reports on implementation progress and challenges.
  • Manage an onboarding pipeline of approximately 30–40 customers and conduct 3–4 customer calls per day, prioritizing high-impact tasks.

Requirements

  • 3–5+ years in a customer-facing role, preferably in software implementation, customer success, or a related field, with primary customer communications over phone or virtual meetings.
  • Ability to learn and understand software applications quickly; familiarity with client communication software, CRM systems, or SaaS solutions is advantageous.
  • Excellent verbal and written communication skills with the ability to explain complex concepts to technical and non-technical audiences.
  • Proven ability to deliver exceptional customer experiences and build rapport and trust with customers.
  • Strong analytical and problem-solving skills to diagnose and resolve customer issues effectively.
  • Experience working collaboratively with cross-functional teams (sales, product, customer support).
  • Excellent multitasking and self-management skills to handle a pipeline of 30–40 customers and multiple daily calls.
  • Experience with Salesforce, Zendesk, or similar software is strongly preferred.
  • Experience working with veterinary clinics or within the pet care industry is a plus.
  • Comfortable working remotely in the United States and managing virtual customer interactions.

Benefits

  • $29–$31 per hour compensation (competitive, performance-driven pay structure)
  • Medical coverage for employees and dependents with 80–90% employer coverage plus employer HSA contribution with HDHP
  • 401(k) match up to 3.5% and Dependent Care Flexible Spending Account (FSA)
  • Dental and vision coverage available, plus basic Life and AD&D insurance and short- and long-term disability
  • Flexible Time Off plus 12 paid annual holidays
  • Paid parental leave and Pawternity leave, financial pet adoption support, and subsidized pet insurance
  • $250 annual stipend for learning and development

Interested in this position?

Apply directly on the company website

Apply Now

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