Veterinary SaaS Implementation Lead

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

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.