Project Manager, Implementation

PetDesk; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage for employees andamp;

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision coverage

Life and AD&D Insurance

Short and Long Term Disability

Paid Holidays

Parental Leave

Pet insurance

Learning & Development stipend

Job summary

PetDesk is seeking a Project Manager of Implementation in the United States to lead onboarding and configuration for new customers. You will guide customers through a consultative post-sales process, coordinate requirements, and ensure a smooth transition to PetDesk's client communication software.

You will train customers, analyze backend results, document interactions in CRM, and collaborate with Product, Sales, and CS to deliver success. Manage 30–40 onboarding customers and 3–4 calls daily.

Qualifications

• 3–5 years in a customer-facing role, preferably software implementation or customer success.
• Strong ability to learn software quickly and to communicate complex concepts clearly.
• Excellent verbal and written communication skills for technical and non-technical audiences.
• Passionate about delivering exceptional customer experiences with strong interpersonal skills.
• Analytical and problem-solving abilities to resolve customer issues.
• Collaborative, able to work with Sales, Product, and Customer Support to deliver outcomes.
• Experience with Salesforce, Zendesk, or similar tools is required; veterinary SaaS is a plus.

Responsibilities

• Lead the implementation process for customers; gather requirements and configure the software.
• Conduct training sessions to educate customers on features and best practices.
• Analyze results in the backend and provide accurate responses to customers.
• Build trusted advisor relationships and guide customers on optimizing usage.
• Identify and resolve technical issues, coordinating with internal teams for timely resolutions.
• Maintain accurate CRM documentation and generate reports on progress and outcomes.
• Manage an onboarding pipeline of 30–40 customers concurrently and 3–4 calls per day.

Skills

Customer success

Software implementation

CRM systems

Salesforce

Zendesk

Verbal communication

Cross-functional collaboration

Tools

Salesforce

Zendesk

CRM software

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 of 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.

Apply if you're excited to

• 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

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 candidate review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

PetDesk is committed to pay equity and transparency, from the candidate experience through every stage of employment. We put our best foot forward from day one with competitive, fair offers, so you don't have to negotiate your way to what you're worth. Compensation is benchmarked against industry market data and organized into pre-defined ranges for each role.

We also believe great work deserves real recognition. Automatic annual increases tend to be small and spread evenly regardless of contribution, so we take a different approach. Adjustments are tied to clear performance criteria applied consistently to everyone, allowing us to invest most in the people making the biggest impact.