[Hiring] Implementation Manager @PetDesk

Role Description

PetDesk is a leading provider of client communication software tailored for veterinary clinics to communicate with Pet Parents. As an Implementation Manager at PetDesk, you will play a vital role in the onboarding and configuration of new customers through an inquisitive, consultative, and refreshingly personable post-sales process ensuring a smooth and successful transition to our software. Your expertise, attention to detail, and exceptional communication skills will be essential in uncovering and resolving unique needs, allowing pet care provider businesses to thrive.

• Lead the implementation process for PetDesk customers.
• Work closely with customers to gather requirements and configure the software to their specific needs.
• Ensure a smooth and efficient onboarding experience.
• Use a customer success-based conversation approach to educate customers on improving processes and saving time.
• Conduct comprehensive training sessions on PetDesk's software features and functionalities.
• 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 provide accurate responses.
• Develop strong relationships with customers by providing exceptional service and support.
• Act as a trusted advisor, offering guidance and best practices.
• Identify and resolve technical issues during the implementation process.
• Collaborate with internal teams to ensure timely resolution of issues.
• Maintain accurate documentation of customer interactions and implementation details within our CRM.
• Generate reports and provide insights on implementation progress, challenges, and successes.
• Manage an onboarding pipeline of approximately 30-40 customers at any one time.
• Undertake 3-4 customer calls a day.

Qualifications

• Minimum of 3-5 years of experience in a customer-facing role, preferably in software implementation or customer success.
• Proficient in learning and understanding software applications quickly.
• Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous.
• Excellent verbal and written communication skills.
• 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.
• Collaborative and able to work effectively with cross-functional teams.
• Excellent multi-tasker with the ability to self-manage.
• Experience in Salesforce, Zendesk, or similar software is strongly preferred.
• Experience working with veterinary clinics or the pet care industry is a plus.

Benefits

• Medical coverage for employees and dependents (80-90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental & Vision coverage available.
• Basic Life and AD&D Insurance.
• Short and Long Term Disability.
• Flexible Time Off & 12 Paid Annual Holidays.
• Paid Parental Leave.
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance.
• $250 Annual Stipend for Learning and Development.
• $29 - $31 an hour.