Project Manager, Implementation

PetDesk, LLC.; United States; On-site; USD 40,000 - 43,000; Full time

Benefits offered by this job

Medical coverage for employees and/or

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision

Life and AD&D Insurance

Short/Long Term Disability

Paid holidays

Paid parental leave

Pawternity leave and pet insurance

Learning & development stipend

Job summary

PetDesk, LLC. is seeking a Project Manager, Implementation to lead customer onboarding and software configuration for veterinary clinics. You will work closely with clients to gather requirements, configure the software, and ensure a smooth transition to PetDesk.

You will train customers, interpret results from the backend, and solve issues while fostering strong relationships. The role involves coordinating with product support, Sales, and CS to ensure timely resolutions and documented progress.

Qualifications

• 3–5 years in a customer-facing role, preferably software implementation or customer success
• Proficient in quickly learning software applications and CRM/SaaS concepts
• Excellent verbal and written communication for technical and non-technical audiences
• Passionate about delivering exceptional customer experiences with strong interpersonal skills
• Strong analytical abilities to identify and resolve issues
• Collaborative, able to work with Sales, Product, and Support teams

Responsibilities

• Lead the implementation process for PetDesk customers and guide onboarding
• Conduct comprehensive training sessions on how to use PetDesk features
• Analyze customer requirements and translate them into configuration
• Build trusted advisor relationships and provide best practices
• Identify and resolve technical issues with cross-functional teams
• Maintain accurate CRM documentation and provide progress reports
• Manage an onboarding pipeline of 30–40 customers and 3–4 calls per day

Skills

Customer-facing experience

Strong communication

Analytical/problem solving

Cross-functional collaboration

Time management

Tools

Salesforce

Zendesk

Job description

About the role:

PetDesk is a leading provider of client communication software tailored for veterinary clinics to communicate with Pet Parents. As a Project Manager, Implementation 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.

• 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.

About you:

• 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

• Thrives in task-driven workflows, effectively self-managing priorities and balancing multiple projects to deliver high-impact work

• Experience in Salesforce, Zendesk, and similar software

• Experience working for a veterinary SaaS company, or partnering closely with veterinary clinics or the broader pet care industry is a plus!

Benefits & Perks:

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

• Employer HSA contribution with HDHP

• 401(k) match 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

$29 - $31 an hour

We believe great work should be recognized and rewarded. Our compensation is grounded in industry data and designed to be competitive, transparent, and performance-driven. Rather than relying on automatic annual increases, we invest in the people making the biggest impact—creating meaningful opportunities for growth as you grow with us.

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.