Project Manager - Veterinary Software - Customer Experience

IDEXX•Frisco, TX

20h•$75

About The Position

The IDEXX Veterinary Software Customer Experience team is seeking to fill a new VetSoft Project Manager Player/Coach. In addition to helping lead the team you will also be responsible for leading rollouts of our veterinary software for our independent accounts, primarily focusing on the ezyVet product suite. This is a customer-facing role where you’ll handle project management for SaaS programs. You’ll manage multi-site software rollouts, ensuring all requirements, timelines, budgets, and customer satisfaction goals are met. As the primary point of contact for enterprise groups and hospital managers, you’ll keep stakeholders informed about progress, risks, and expectations. You’ll work closely with customers and Enterprise groups to drive a smooth onboarding and deliver an exceptional customer experience. In the Role of Project Manager – Player Coach: Coaching: You will support the manager of the Independent Practice Project Management team in training, coaching and supporting your peers. This will include supporting leadership initiatives as needed. Planning: Create detailed rollout plans and schedules using templated onboarding plans within GuideCX, including milestone tracking, resource allocation, and adherence to scope. Key responsibility: Schedule implementation sessions, data collection, and trainer assignments. Documenting: Strong attention to detail while managing multiple projects simultaneously is critical in this role. You’ll be responsible for creating, maintaining, and completing project documentation to keep all stakeholders informed and ensure accurate revenue recognition for business governance. This includes recording activities, identifying obstacles, tracking costs, and reporting results. You will also assist internal partners with periodic audits to confirm compliance with IDEXX processes and ISO standards, if applicable. Organizing: Structuring teams efficiently, understanding their various functions, and delegating tasks based on their strengths and experience. Communicating: Keeping stakeholders informed of progress and expectations and communicating proactively about issues and risks. Managing: Managing resources, budgets, timeline, and project scope, and conducting periodic reviews to identify needed adjustments. Ramp into managing up to 30 active projects concurrently with a full portfolio that may include inactive or future projects of 100 across practices. Risk management: Performing risk management by identifying potential issues early and developing effective mitigation strategies. You will find innovative solutions to support hospitals throughout implementation. Relationship building: Fostering partnerships with internal teams as well as external partners, hospitals, stakeholders, and sponsors, while maintaining productive relationships at all levels of the Enterprise. Process Improvement: You will work within Project Management and cross-functional teams to identify and develop process improvements for our business. Training: You will assist in developing training requirements, new enhancements, and conduct training sessions as necessary within the scope of the Project Management Organization. Some travel required- up to 25% for conferences, training events, and client engagements.

Requirements

2-4 years of Project Coordination or Management experience.
5+ years of customer service experience.
Strong written and verbal communication skills as well as interpersonal skills.
Strong attention to detail.
Ability to devise tracking systems and efficient reporting.
Ability to adapt to changing situations and navigate ambiguity.
Strong organizational skills with the ability to prioritize and follow up.
Ability to multitask.
Effective project administration skills and/or task management skills.
Project management skills.
Self-starter.

Nice To Haves

Experience in SaaS onboarding delivery preferred.
Experience within the Veterinary industry preferred.
Experience with project management tools and collaboration platforms such as OneNote, Smartsheet, and GuideCX is beneficial (not required).
Experience with communication delivery to the C-Suite preferred.

Responsibilities

Lead rollouts of veterinary software for independent accounts, focusing on the ezyVet product suite.
Manage multi-site software rollouts, ensuring requirements, timelines, budgets, and customer satisfaction goals are met.
Serve as the primary point of contact for enterprise groups and hospital managers, keeping stakeholders informed.
Support the manager of the Independent Practice Project Management team in training, coaching, and supporting peers.
Create detailed rollout plans and schedules using templated onboarding plans within GuideCX.
Schedule implementation sessions, data collection, and trainer assignments.
Create, maintain, and complete project documentation to keep stakeholders informed and ensure accurate revenue recognition.
Assist internal partners with periodic audits to confirm compliance with IDEXX processes and ISO standards.
Structure teams efficiently, understand their functions, and delegate tasks based on strengths and experience.
Manage resources, budgets, timeline, and project scope, and conduct periodic reviews.
Perform risk management by identifying potential issues and developing mitigation strategies.
Foster partnerships with internal teams, external partners, hospitals, stakeholders, and sponsors.
Work within Project Management and cross-functional teams to identify and develop process improvements.
Assist in developing training requirements, new enhancements, and conduct training sessions.

Benefits

Salary target $75K+
Opportunity for annual cash bonus
401K Match
Benefits Day-One
Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more

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