[Hiring] Project Manager, Implementation @PetDesk

Role Description

PetDesk is a leading provider of client communication software tailored for veterinary clinics to communicate with Pet Parents. As a Project Manager of Implementation 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.

• 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 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.

Qualifications

• Minimum of 3-5 years of experience in a customer-facing role, preferably in software implementation, customer success, or a related field.
• 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 to identify and resolve customer issues effectively.
• Collaborative and able to work effectively with cross-functional teams.
• Thrives in task-driven workflows, effectively self-managing priorities and balancing multiple projects.
• 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!

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.
• 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.