Implementation Project Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the onboarding process for PetDesk clients, collaborating closely with them to gather requirements, tailor the software to their specific needs, and ensure a seamless and efficient integration experience.

• Utilize a customer success-driven conversational approach that emphasizes educating clients on how we can enhance their processes and save time. Facilitate thorough training sessions to instruct customers on effectively utilizing PetDesk's software features and functionalities.

• Comprehend each customer's distinct requirements and challenges. Analyze and interpret data from our backend system to provide informed guidance to the customer, troubleshoot issues, and deliver accurate and confident responses.

• Cultivate strong relationships with customers by delivering outstanding service and support throughout the implementation phase; serve as a trusted advisor, offering insights and best practices to help them maximize their use of PetDesk's client communication software.

• Identify and resolve any technical difficulties or challenges faced by customers during implementation. Work collaboratively with internal teams, including product support, Sales, and Customer Success, to ensure prompt resolution of issues and customer satisfaction.

• Keep precise documentation of customer interactions, implementation specifics, and configurations within our CRM. Generate reports and share insights on implementation progress, challenges, and achievements with internal stakeholders.

• Manage an onboarding pipeline consisting of approximately 30-40 customers at any given time and conduct 3-4 customer calls daily.

⛳️ Requirements

• A minimum of 3-5 years of experience in a customer-facing role, ideally in software implementation, customer success, or a related field, with primary communication with customers conducted via phone or virtual meetings.

• Ability to quickly learn and understand software applications. Familiarity with client communication software, CRM systems, or SaaS solutions is a plus.

• Exceptional verbal and written communication skills, with the capability to effectively convey complex concepts to both technical and non-technical audiences.

• A strong passion for providing exceptional customer experiences. Excellent interpersonal skills and the ability to establish rapport and trust with customers.

• Strong analytical and problem-solving skills to effectively identify and resolve customer issues.

• Collaborative team player who can work effectively with cross-functional teams, including sales, product, and customer support, to achieve outstanding customer outcomes.

• Highly organized multitasker with the ability to self-manage and prioritize tasks effectively.

• Thrives in task-driven project completion workflows.

• Experience with Salesforce, Zendesk, or similar software is strongly preferred.

• Experience in the veterinary sector or pet care industry is advantageous.

🏝️ Benefits

• Medical coverage for employees and their dependents (80-90% covered by employer).

• Employer HSA contributions 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.

• Short and Long Term Disability.

• 12 Paid Annual Holidays.

• Paid Parental Leave.

• Pawternity Leave, Financial Pet Adoption Support, and Subsidized Pet Insurance.

• $250 Annual Stipend for Learning and Development.