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Sr. Manager, Implementation

1 month, 2 weeks ago
United States
Full-time
Lead
Implementation Consultant
Project and Program Management
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 7

Description

  • Manage 500+ concurrent customer implementations and identify risks before they become problems.
  • Set expectations and communicate status proactively with customers and internal teams.
  • Report portfolio health, risk, and progress to leadership in a clear and digestible format.
  • Lead and coach a team of Implementation Managers and reinforce high standards for rigor and follow-through.
  • Serve as the senior point of contact for at-risk or unhappy customers and resolve issues directly.
  • Build and refine playbooks and workflows to improve consistency and quality across the team.
  • Partner with Sales, Product, Customer Success, and Support to align expectations and close feedback loops.
  • Travel approximately 10% for kickoffs, customer events, and industry conferences.

Requirements

  • 5+ years of experience in implementation, onboarding, professional services, or project management.
  • 2+ years of people management experience.
  • Proven ability to manage a high volume of concurrent projects or accounts with strong attention to detail and follow-through.
  • Experience proactively communicating status and setting expectations with customers and internal stakeholders.
  • Experience leading customer-facing teams and delivering projects on time and on scope.
  • Experience building or improving processes that scale.
  • Bachelor's degree or equivalent practical experience.
  • Experience in a B2B SaaS or technology environment preferred.
  • Proficiency with CX tech stack tools such as Salesforce, Wrike, Zendesk, or ChurnZero preferred.
  • Experience working with enterprise customers and complex, multi-stakeholder rollouts preferred.

Benefits

  • Medical coverage for employees and dependents, with 80-90% covered by the employer.
  • Employer HSA contribution with HDHP.
  • 401(k) match up to 3.5%.
  • Dependent Care Flexible Spending Account (FSA).
  • Dental and vision coverage available.
  • Basic Life and AD&D insurance, plus short- and long-term disability coverage.
  • Flexible Time Off and 12 paid annual holidays.
  • Paid parental leave, 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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