Own the end-to-end implementation project for PetDesk customers—from kickoff and requirements gathering through configuration, go-live, and early adoption—ensuring projects stay on track while delivering a seamless 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 implementation and early adoption. Act as a trusted advisor, proactively guiding customers through change management, sharing best practices, and ensuring they achieve value

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 a portfolio of approximately 30–40 concurrent implementation projects, balancing timelines, customer communications, and project milestones while conducting 3–4 customer meetings each day

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

Professional fluency in both English and French (written and spoken) is required, as this role regularly supports French-speaking customers and partners. Professional fluency in German is a plus, but not required

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, or similar software

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

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