Implementation Specialist - Neo

IDEXX Laboratories, Inc; Dallas (TX); Hybrid; USD 60,000 - 64,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Annual bonus

On‑the‑job training

Travel opportunities

Job summary

IDEXX Laboratories, Inc. is seeking a Veterinary Software and Services - Implementation Specialist to onboard and implement IDEXX Neo and related services for veterinary practices.

You will train staff, configure workflows, and ensure successful adoption of the platform across multiple product integrations. You will travel up to 25% to customer sites or events, with hybrid/remote options and ongoing professional development.

Qualifications

• Proven ability to train adults and coach customers on SaaS software.
• Ability to design workflows and configure software with best practices in mind.
• Comfort with public speaking and leading client meetings.

Responsibilities

• Train and consult veterinary practices on Neo setup and configuration.
• Guide software and workflow best practices to grow practice revenue and care.
• Travel up to 25% for customer adoption, training, and launches.
• Manage customer expectations and coordinate with cross-functional teams.

Skills

Technical aptitude

Adult training

Public speaking

Consult best practices

Influence without authority

Verbal and written communication

Veterinary industry knowledge

Customer relationships

Prioritization

Attention to detail

Active listening

SaaS familiarity

Tools

Salesforce

GUIDEcx

SaaS platforms

Job description

Are you passionate about teaching others, are tech savvy, and want to make a meaningful impact in the veterinary industry? We're hiring for an IDEXX Veterinary Software and Services - Implementation Specialist with a primary focus on onboarding and delivering successful implementations of IDEXX Neo and ancillary services that integration with IDEXX Neo.

Why this role matters:

As a Neo Software Implementation Specialist ("PS") your primary role would be the consultant, coaching veterinary practices on the set up and configuration of their Neo software and ancillary services that integrate with it, including but not limited to IDEXX Vello and IDEXX Diagnostic Integrations with Neo.

In this role:

• You will be both trainer and consultant, guiding the customer to understand how the choices they make in the design of their software/s will impact the way their staff is able to execute workflow in the practice.
• You will also be consulting/encouraging software and workflow best practices - preventative Care - Printed Postcard Adoption and any other features that will help the practice grow, increase revenue and increase patient care and get the most out of their IDEXX software solutions.
• You will in addition to Neo, be required to take on additional skills/onboarding of additional products (Professional Service Training, SmartFlow, rVetLink, Cornerstone, ezyVet, etc) as business needs change.
• You will require to travel up to 25%. Examples of travel include but are not limited to: customer adoption assistance, educational summits, professional training, and occasional software launches.
• You will be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.
• You will be answering customer questions, explaining products and services, instructing in use of equipment, configuring computer system software, troubleshooting and repairing system, customer order entry and billing or other priorities.
• You will determine customer needs, research and provide solutions, coordinating with other team members as needed.
• You will ensure ongoing customer satisfaction and continue strong customer relationships.
• You will support quality management systems and other compliance requirements.

What do you need to succeed?

• Technical aptitude- early adopter of new technology
• Experience training adult learners (formal or informal) preferred but will be trained for the correct candidate
• Comfortable with public speaking and leading meetings with more than 1 participant
• Ability to consult with individuals on best practice guidelines as provided by product teams
• Expertise in setting and managing customer expectations, along with a demonstrated ability to lead without authority
• Excellent verbal and written communication skills; ability to present and explain information in a way that establishes rapport and persuades others and gains understanding
• A general business understanding of the veterinary industry, and how veterinary practices function is preferred (Including practice workflow, practice roles, client communication and preventative care/best practices)
• Build strong customer and peer partnerships that allow you to gain confidence and trust from others easily
• Ability to plan and prioritize work in a dynamic environment and make quality, timely decisions
• Attention to detail and ability to track, diagnose and determine next steps in a plan. Ability to diagnose, troubleshoot and resolve customer issues, including both business and technical issues, and drive resolutions that benefit the customer and IDEXX
• Effective listening skills that are utilized to discover customer needs to adapt your approach and demeanor to different situations
• Comfortable learning and using technology (SaaS programs) and working with computers.You will use a combination of telephone, email, Salesforce (CRM), GUIDEcx (project management app) and other SaaS solutions to ensure a high-quality experience with onboarding

Key Traits for Success as a member of the VSS Product Implementation Specialist Team with IDEXX:

• -IDEXX Product Knowledge (Neo, Cornerstone, ezyVet, Vello, rVetlink, SmartFlow, Diagnostics, etc)
• -Highly organized
• -Detail oriented
• -Analytical thinking skills
• -Technical aptitude for SaaS products
• -Enthusiastic Attitude
• -Professional Persistence
• -Ethical
• -Ability to influence without authority
• -Authenticity
• -Self-Motivated
• -Ability to manage multiple priorities and remain composed during busier times
• -Affinity for web-based tools and solutions
• -Ability to work independently and willingness to collaborate as part of a team

What you can expect from us:

• Preference for working schedule for this role are:

Hybrid, 2 days onsite in our Frisco, TX office, and 3 days remote per week.

Or

Hybrid 2 days onsite in our Westbrook, ME office, 3 days remote per week.

Or

Fully virtual may be considered.

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained and is your responsibility to pay for. You will be supplied with a laptop, docking station, monitor(s), Keyboard & Mouse and headset, which will need to be maintained appropriately.

What you can expect from us:

• Salary target between &$60K-$64K based on experience
• Opportunity for annual cash bonus
• Health / Dental / Vision benefits day one
• 5% matching 401k
• On-the-job training and career advancement opportunities
• Additional benefits including but not limited to financial support, pet insurance, mentalhealth resources, volunteer paid days off, employee stock program, foundation donationmatching, and much more
• A dynamic and exciting career that utilizes your veterinary practice experience and technical skills, allows you to travel, meet new people, expand your knowledge and skill set, all while positively impacting the lives of pets and their owners
• To consistently meet new people and building relationships with our customers
• Continued growth within your position through comprehensive training programs

Why IDEXX:

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture is one that embraces challenges and encourages learning and discovery. At IDEXX, you'll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Knowing our work makes a meaningful impact on the health and well-being of pets and people is what motivates us every day. If meaningful work and a sense of purpose are at the top of your list, you'll find it here.

Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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