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.This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement.
Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), maintain stable internet connectivity, and work from a professional, dedicated workstation.
Contractors will assist customers across North America. Fluency in English (both written and spoken) is required for this role. To apply for the role, please submit your resume in English that highlights your qualifications.
Tasks:
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 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.
Requirements:
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
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.