Implementation Specialist

The Client Implementation Specialist role is key to the successful integration of our products and services within our organization. This position exists to streamline the implementation process, ensuring it aligns with the company's objectives and effectively meets customer and business needs. Reporting to the Director of Implementation in the UK, you will also be responsible for identifying and resolving resource constraints or bottlenecks that may hinder the quality and timeline of implementation. This position is critical to the company's onboarding journey, driving the organization forward.

1+ year experience in a veterinary practice is required. This role would suit a Receptionist, Veterinary Nurse, or Practice Manager.

• Lead the implementation process for new Vetstoria customers, working closely to gather requirements, configure the software, and ensure a smooth and efficient onboarding experience
• Use a customer success-based approach that focuses on educating new customers on how Vetstoria can help improve processes and save time
• Seek to understand, identify, and resolve technical issues or unique challenges during onboarding -- collaborating with internal teams to ensure timely, confident, and satisfactory resolutions
• 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 Vetstoria’s online booking software
• Maintain accurate documentation of customer interactions, implementation details, and configurations; generating reports and providing insights on progress, challenges, and successes to internal stakeholders

• 1+ year experience in a veterinary practice required 
• Minimum of 1 year of experience in a customer-facing role, preferably in software implementation, customer success, or a related field with primary customer communications over the phone
• Strong communication skills to effectively collaborate with customers, project managers, and cross-functional teams
• Analytical thinking and the ability to dissect complex technical requirements and translate them into actionable tasks
• Time management and multitasking skills to handle multiple projects and priorities simultaneously 
• ​​Willingness to perform routine tasks and handle a high volume of calls, many of which may require similar solutions or responses.
• Great team player who collaborates and is wildly invested in the success of Vetstoria customers
• Ability to work under pressure in a fast-paced environment while maintaining a high level of detail and focus on goals
• Experience working with CRM systems (Hubspot, Salesforce, Zendesk, etc.) and project management softwares (Jira, Wrike, Smartsheets, Asana, etc.), preferred, but not required

• Flexible Time Off
• 10 Days Sick Leave
• 7 Paid Public Holidays
• Paid Parental Leave
• $350 ASD Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports more than 10,000 veterinary clinics, over 400 grooming facilities, and serves over 20 million pet parents worldwide.

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.