Implementation Manager
About the role:
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, 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 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 face during the implementation process. 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.
-
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. Familiarity with client communication software, CRM systems, or SaaS solutions is advantageous
-
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
-
Excellent multi-tasker with the ability to self-manage and get the highest priority tasks done
-
Experience in Salesforce, Zendesk, or similar software is strongly preferred
-
Experience working with veterinary clinics or the pet care industry is a plus
-
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
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Provide empathetic, accurate patient billing support and revenue-cycle assistance for One Medical members, resolving insurance and payment issues via phone and digital systems.
LiveData is hiring a Customer Success Technical Manager to diagnose and resolve technical issues, own customer-facing documentation, and support hospital deployments in a remote, Eastern-time-focused role.
SpotOn is hiring an Installation Specialist in Royal Oak to lead virtual site readiness checks, execute POS deployments, and provide technical escalation and mentorship to ensure successful restaurant installations.
Vetcove seeks a Remote Chat Support Associate to provide timely, empathetic support to veterinary customers across chat, email, and phone while helping surface product improvements.
Rezilient is hiring a Technical Support Specialist to own first-line technical triage, resolve common user issues, and route complex problems across product, engineering, and clinical teams to improve patient and internal user experience.
DCWP's Licensing Division is hiring a Customer Service Representative to review and process license applications, deliver high-volume customer support, and assist applicants in navigating agency and interagency requirements.
Lead the design and scaling of Rapsodo’s post-sale customer experience across hardware and software products in North America, building infrastructure, AI-driven operations, and cross-functional feedback loops to improve onboarding, support, and activation.
Lead and scale Tines' East Technical Support Engineering team to deliver world-class support for enterprise and public-sector customers while driving process improvements and cross-functional collaboration.
As a Technical Customer Success Manager - Integrations at Agiloft, you will validate integration architectures, remediate high-risk implementations, and scale repeatable integration success patterns to improve adoption and retention.
Equal Parts seeks a Head of Customer Experience in Austin, TX to build the lifecycle, systems, and teams that own onboarding, servicing, and renewals across its acquisition-driven insurance platform.
Lead and scale Wealth.com's client support function by building infrastructure, analytics, and AI-assisted workflows to drive proactive, efficient client success.
Customer-focused Creator Experience Specialist needed to support and engage creators across TikTok Shop and social platforms, delivering fast support, coaching, and community growth on a PST schedule.
Hinge Health is hiring a remote Member Support Specialist to deliver empathetic, multi-channel support for members navigating MSK care, enrollment, and billing.
Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. Together, we unite innovative solutions to empower veterinary professionals and enhance pet care worldwide. By consolidating industry-leading to...
2 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
