Implementation Project Manager, French Required – German a Plus

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

📋 Description

• Take ownership of the complete implementation project for PetDesk clients, from initial kickoff and requirements gathering to configuration, go-live, and early adoption, ensuring that projects remain on schedule while providing a smooth onboarding experience.

• Employ a customer success-driven conversational approach that emphasizes educating clients on how our solutions can enhance their processes and save time. Facilitate in-depth training sessions to instruct customers on how to effectively use PetDesk's software features and functionalities.

• Grasp each customer's distinct requirements and challenges. Analyze and interpret results in our backend system to inform the customer, troubleshoot issues, and provide accurate and confident responses.

• Cultivate strong relationships with clients by delivering outstanding service and support throughout the implementation and early adoption phases. Serve as a trusted advisor, proactively guiding customers through change management, sharing best practices, and ensuring they derive value.

• Identify and address technical issues or challenges that customers face during implementation. Collaborate with internal teams, including Product Support, Sales, and Customer Success, to guarantee timely resolution of issues and customer satisfaction.

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

• Oversee a portfolio of approximately 30–40 simultaneous implementation projects, managing timelines, customer communications, and project milestones while conducting 3–4 customer meetings 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 customer interactions via phone or virtual meetings.

• Quick proficiency in learning and understanding software applications.

• Familiarity with client communication software, CRM systems, or SaaS solutions is a plus.

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

• **Professional fluency in both English and French (written and spoken) is mandatory**, as this role frequently supports French-speaking customers and partners. **Professional fluency in German is a plus**, though not required.

• A strong passion for providing exceptional customer experiences.

• Excellent interpersonal skills and the ability to build rapport and trust with customers.

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

• Team-oriented and capable of collaborating effectively with cross-functional teams, including Sales, Product, and Customer Support, to achieve excellent customer outcomes.

• Thrives in task-driven environments, effectively managing priorities and juggling multiple projects to deliver impactful results.

• Experience with Salesforce, Zendesk, or similar software.

• Experience in the veterinary SaaS sector, or close collaboration with veterinary clinics or the broader pet care industry is advantageous!

🏝️ Benefits

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

• Employer HSA contribution with HDHP.

• 401(k) matching 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.