What are the responsibilities and job description for the Vetspire Implementation Team Manager position at Thrive Pet Healthcare?
Vetspire is a fast-growing SaaS company revolutionizing veterinary practice management. We're passionate about empowering veterinary professionals with intuitive and powerful software that streamlines their workflows and improves animal care. We foster a collaborative and supportive environment where creativity and innovation are valued.
** This position will ideally be based in Austin, TX out of our headquarters office and be hybrid in office 2-days a week. Candidates based in other geographies across the U.S. will also be considered for a remote role. **
** This position will ideally be based in Austin, TX out of our headquarters office and be hybrid in office 2-days a week. Candidates based in other geographies across the U.S. will also be considered for a remote role. **
SUMMARY/OBJECTIVE
Under the direction of the Implementation Director, the Implementation Team Manager will lead and manage the delivery of complex software implementation projects for diverse organizations, ensuring successful outcomes that align with client objectives. This role is pivotal in driving project excellence, fostering team performance, and enhancing client satisfaction through the application of proven implementation strategies and best practices.
Under the direction of the Implementation Director, the Implementation Team Manager will lead and manage the delivery of complex software implementation projects for diverse organizations, ensuring successful outcomes that align with client objectives. This role is pivotal in driving project excellence, fostering team performance, and enhancing client satisfaction through the application of proven implementation strategies and best practices.
The Implementation Team Manager will oversee a team of implementation specialists, coordinating their efforts across all phases of the implementation lifecycle, from initial planning and configuration to training and go-live support. Acting as both a leader and collaborator, you will ensure that resources are effectively allocated, timelines are met, and quality standards are upheld. Additionally, you will serve as a key escalation point for addressing challenges, providing strategic solutions, and maintaining strong communication with clients and internal stakeholders.
As a leader, you will drive the adoption of effective project management frameworks, mentor team members, and foster an environment of continuous improvement. Your expertise in software implementation, team leadership, and client relationship management will be essential in delivering tailored solutions that meet the unique needs of each organization.
The position requires moderate travel (approximately 30-50%) and a hybrid work schedule, with flexibility based on project demands. You will collaborate closely with account management, technical support, and product development teams to ensure the seamless execution of implementation projects and the satisfaction of high-profile clients.
KNOWLEDGE AND SKILLS
- Veterinary Industry Knowledge
- Understanding veterinary workflows, including patient management, billing, and medical record-keeping.
- Familiarity with common challenges faced by veterinary practices (e.g., staffing, compliance, client communication).
- Knowledge of industry regulations and standards (e.g., AAHA, AVMA guidelines).
- Team Leadership and Development
- Lead, mentor, and manage a team of implementation specialists to deliver high-quality software implementation projects.
- Foster team collaboration and build a solution-oriented, supportive work environment.
- Conduct regular performance evaluations and provide constructive feedback for professional growth.
- Project Management
- Oversee the entire implementation lifecycle, ensuring alignment with business objectives and client requirements.
- Develop and execute project plans, timelines, and deliverables, relying on broad experience and sound judgment.
- Collaborate with stakeholders to prioritize implementation projects based on business value and customer success.
- Effectively allocate resources to meet tight deadlines and high-pressure situations.
- Client Relationship Management
- Serve as the primary point of contact for client escalations, ensuring clear communication and alignment of expectations.
- Build and maintain strong, long-term relationships with key stakeholders.
- Proactively address and resolve client concerns or challenges during implementation.
- Strategic Planning and Process Improvement
- Analyze project outcomes and client feedback to refine and standardize implementation methodologies.
- Work with leadership to align implementation priorities with organizational strategies.
- Continuously improve processes to enhance efficiency and effectiveness.
- Training and Knowledge Transfer
- Oversee the delivery of tailored training sessions, ensuring clients can effectively use and benefit from the software.
- Share best practices and provide guidance to team members to ensure consistent knowledge transfer.
- Cross-Functional Collaboration
- Act as a liaison between the implementation team and other departments such as technical support, account management, and product development.
- Ensure seamless communication and coordination to address client needs effectively and help escalate tickets as needed.
- Skill Development and Professionalism
- Demonstrate excellent communication skills, being approachable, proactive, and responsive in all interactions.
- Exhibit strong analytical and creative problem-solving abilities to address complex challenges.
- Maintain a logical, detail-oriented, and efficient approach to managing tasks and projects.
- Lead by example with high self-motivation, direction, and the ability to prioritize under pressure.
- Risk and Issue Management
- Identify risks and challenges during implementations and develop actionable mitigation strategies.
- Resolve issues proactively to minimize disruption to project timelines and client satisfaction.
- Team Building and Leadership
- Inspire and motivate the team to achieve collective goals.
- Facilitate team-building activities and create an environment of trust and collaboration.
- Reporting and Metrics
- Track and report progress on project deliverables, team performance, and key metrics to stakeholders and leadership.
- Highlight successes and address areas of concern in regular updates.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Team Leadership
- Lead, mentor, and develop the implementation team to deliver high-quality results.
- Build a collaborative and motivated team culture through coaching and feedback.
- Project Management
- Plan, execute, and oversee dynamic and complex software implementation projects using project management tools.
- Ensure projects are completed on time, within scope, and aligned with business objectives.
- Manage travel expenses in accordance with company policy
- Client and Stakeholder Engagement
- Serve as the primary client contact for escalations, maintaining clear communication and strong relationships.
- Manage vendor and partner relationships to support project success.
- Process and Change Management
- Implement and refine standardized methodologies and change management strategies.
- Drive process improvements to enhance efficiency and project outcomes.
- Training and Knowledge Sharing
- Oversee client training programs, ensuring effective knowledge transfer.
- Guide the team on best practices for training and client engagement.
- Problem Solving and Decision Making
- Analyze and resolve project risks and challenges with creative and logical solutions.
- Make informed decisions based on experience, data, and sound judgment.
- Identify potential risks or roadblocks and implement mitigation strategies proactively.
- Reporting and Metrics
- Track and report project performance, team productivity, and client satisfaction.
- Provide regular updates to leadership on successes and areas for improvement.
- Professional Expertise
- Leverage 3 years of implementation management experience in the software industry.
- Lead the end-to-end implementation of veterinary software for complex and high-profile clients, including enterprise-level organizations and universities.
- Manage multiple projects simultaneously while prioritizing tasks effectively under pressure.
- Develop and manage detailed project timelines, deliverables, and milestones to ensure timely and successful rollouts.
TRAVEL AND HOURS OF WORK
- Typical travel of once a month: 4-5 consecutive days; 30-50% annually
- Some travel could be required outside of typical business hours, depending on group and university operating hours.
- Working/travel hours has the potential to extend into weekend
