Implementation Project Manager (French Required | German a Plus)

About The Role

PetDesk is a leading provider of client communication software tailored for veterinary clinics. As an Implementation Project Manager 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.

Responsibilities

• 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.

Requirements

• 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.
• 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.

Qualifications

• Experience in Salesforce, Zendesk, or similar software is a plus.
• 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