DACH Onboarding Manager

Nordhealth; Eltville am Rhein; Remote; EUR 90,000 - 130,000; Full time

Job summary

Nordhealth, a leading cloud-based PIMS provider for veterinary and therapy professionals, seeks an experienced team leader to manage a team of implementation specialists in Germany. You will drive high-quality implementations, ensure rapid value delivery for clinics, and support scalable growth across the DACH region.

Ideal candidates have strong management experience, a proven track record in implementation or technical support, and a passion for coaching and customer excellence.

Qualifications

• 3+ years of management experience, including hiring and retaining top talent.
• Proven ability to develop people and coach for performance.
• 2+ years as a high performer in an Implementation or Technical Support role; animal health/veterinary SaaS is a plus.
• 2+ years project management in software/technical roles.
• Dedicated focus on providing an exceptional customer experience.
• Ability to inspire and motivate team members.

Responsibilities

• Lead, coach, and manage a team of experienced implementation specialists, overseeing day-to-day responsibilities and performance.
• Drive team members to deliver efficient, high-quality implementations with rapid value for clinics and a best-in-class customer experience.
• Support growth and scalability of the DACH region by aligning capacity and performance with business objectives.
• Balance productivity and quality, ensuring consistent delivery standards across implementations.
• Collaborate with other Implementation Managers to establish consistency and share resources.
• Own Sales-to-Implementation handover meetings for smooth transitions and clear scope alignment.
• Handle customer escalations and coordinate internally for timely outcomes.
• Use Linear to diagnose, document, elevate, and resolve customer situations promptly.
• Lead planning and deployment of Provet resources across the DACH region.
• Track and report key metrics to the Director of Professional Services to drive revenue growth.
• Identify and implement tools/process improvements for scalability and team culture.

Skills

Team leadership

People development

Project management

SaaS experience

Customer experience focus

German & English fluency

Communication

Tools

Linear

Job description

Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 55+ countries. It's been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain, Latin America, Australia, and many others. For more information, visit our company's website at www.nordhealth.com

About the role

We are here to create great healthcare products. That's at our very core, but it's the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.

We are looking for an experienced team leader with a proven track record of managing and leading a team of implementation specialists. The right person will take the lead of an existing team of industry experts, managing the team members' workloads to ensure they can achieve their goal of delivering the best implementation experience to our customers!

Your key responsibilities include:

• Lead, coach, and manage a team of experienced implementation specialists, overseeing their day-to-day responsibilities and performance

• Drive team members to deliver efficient, high-quality implementations that ensure clinics achieve value quickly while maintaining a best-in-class customer experience

• Actively support and aid the growth and scalability of the DACH region by ensuring implementation capacity, readiness, and performance align with business objectives

• Balance productivity and quality, ensuring consistent delivery standards across all implementations

• Collaborate with other Implementation Managers to establish consistency, align process and share resources

• Own and manage Sales-to-Implementation handover meetings, ensuring smooth transitions, clear scope alignment, and strong customer confidence

• Handle and resolve customer escalations, coordinating internally as needed to ensure timely and effective outcomes

• Use operational tools like Linear to diagnose, document, elevate, and resolve customer situations promptly

• Lead efficient planning and deployment of Provet resources across the DACH region

• Drive long-term revenue growth by tracking and reporting key metrics and performance indicators to the Director of Professional Services at regular intervals

• Evaluate and identify areas for improvement in tools, processes, and team culture to support scalability and continuous improvement

• Conduct annual performance reviews and ensure regular 1:1 meetings with each team member to support development, engagement, and accountability

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company.In addition, our humble wishlist includes:

• 3+ years of management experience, including hiring and retaining top talent

• Proven ability to develop people, coaching to improve performance, and prepare team members for future roles

• 2+ years as a high performer in an Implementation or Technical Support role, previous experience in the animal health/veterinary field or SaaS a plus is desirable

• 2+ years experience in project management, ideally within a software/technical role

• Dedicated focus and initiative to providing an exceptional customer experience

• Ability to inspire and motivate team members

What is required?

• Located in Germany, working remotely

• Excellent written and verbal communication skills in both German and English, suitable for customer-facing and leadership communication. Additionally, French or Italian language skills would be advantageous.

• Strong aptitude and motivation to become a product expert, enabling confident decision-making and guidance during implementations.

• Ability to travel should the need arise; typically for larger customer account visits and team meetings

• Ability to develop people - A passion for coaching individuals in their current roles to improve performance, and prepare them for future growth

• Ability to recruit and hire the best candidates for future roles

• Analytical skills - Able to structure and process qualitative and quantitative data to draw insightful conclusions

• Enthusiasm - Exhibit passion and excitement over work and project management -- a can-do attitude

• Communication - Well-versed in asynchronous communication and able to communicate effectively with different audiences

• Listening Skills - Let others speak and seek to understand their viewpoints.

• Teamwork - Reach out to peers and cooperate with department leaders to establish an overall collaborative working relationship

• High standards - Expect personal performance and team performance to be nothing short of the best