Sr. Project Manager, Implementation

Lead end-to-end execution of large, multi-product implementations, customers with more than three solutions purchased at once), and implementations with particularly complex or challenging onboarding projects

Lead customer project meetings and provide clear, confident communication around progress, decisions, risks, upcoming milestones, and customer responsibilities

Own escalation handling for active implementations (e.g., slipping milestones, stakeholder misalignment, unresolved blockers) to prevent churn that originates during implementation, ensuring issues are triaged, routed, customer is connected with, responses are tracked and resolved against defined SLA response and resolution targets

Translate customer priorities and clinic workflows into clear implementation requirements and ensure those requirements are understood by the teams responsible for delivery

Partner closely with dedicated Build and Customer Enablement teams to facilitate the appropriate configuration of PetDesk solutions and ensure customers receive the training and support needed to successfully launch

Influence and coordinate across AE, Build, Customer Enablement, Strategic Account Management, Customer Success, Support, and executive stakeholders (internally and with the client) to ensure work is completed by agreed-upon milestones

Use tools consistently to maintain accurate project information and proactively communicate status to internal and external stakeholders

Continuously identify opportunities to improve implementation processes, leveraging AI and other tools to increase efficiency, consistency, and visibility

4+ years of experience managing complex, multi-stakeholder, multi-product implementations or similar customer-facing projects

Hands-on experience using Klient PSA, Wrike, or another complex project management platform for daily activity management, time tracking and internal visibility

Demonstrated track record of delivering large-scale, multi-product implementations and go-lives on schedule and in less than 60 days

Strong cross-functional project leadership skills, with the ability to influence and drive accountability across teams without direct authority

Excellent organizational and prioritization skills, with the ability to actively manage multiple (typically 15-25) complex projects simultaneously and daily

Strong written and verbal communication skills, including the ability to set clear expectations and lead effective virtual meetings with customers and internal stakeholders, always creating clear next steps with scheduled date/time

Ability to quickly discuss and understand how practice management software solutions and incumbent provider approach and customer preferences would influence workflows, technical dependencies to create the desired experiences in our software

Ability to translate customer preference and workflows into build specs for internal teams to create on time, within scope and to customer specification 

Demonstrated experience using AI to build, streamline, or optimize processes

Strong customer orientation and the ability to balance customer priorities with internal business and operational requirements

Dedicated, quiet workspace and ready to be "camera-on" during calls with strong internet stability

Experience working in veterinary or healthcare SaaS implementations preferred

Working knowledge of VoIP/telephony technology and network requirements a plus

Customers and internal teams share a clear understanding of scope, timelines, milestones, responsibilities, and requirements throughout implementation, and internal teams consistently deliver against those commitments

Large, multi-product implementations launch on the agreed timeline

A portfolio of 3+ concurrent projects is actively and visibly managed, with clear ownership, status, risks, dependencies, and next steps documented and up to date

Partnerships with Build and Customer Enablement Subject-Matter Experts are proactive, and choreographed with the right configuration and training activities completed at the right points in the customer journey

Risks or delays are identified early, communicated transparently, and actively managed rather than becoming surprises for the customer, giving customers and internal stakeholders high confidence that the Senior Project Manager understands the plan, is driving execution, and will keep the project moving forward

Customers and internal stakeholders have high confidence that the Senior Project Manager understands the plan, is driving execution, and will keep the project moving forward

Project status, risks, decisions, dependencies, and milestones are documented and up to date across the entire project portfolio

The PM actively brings AI-driven approaches and process improvements into their work and shares them with the team, reflecting a culture of curiosity and continuous learning

Surfaces process or workflow breakdowns proactively with a recommended fix, rather than working around them or waiting to be asked

Projects move efficiently and with a unified, coordinated experience from AE handoff through launch and customer enablement, targeting completion within 60 days whenever possible

Meets or exceeds the team's target for customer satisfaction (CSAT) at key touchpoints across the journey

No implementation-stage churn (churn within first 100 days post-signature): at-risk signals (slipping milestones, stakeholder misalignment, unresolved blockers) are caught and addressed before launch across the portfolio