Technical Implementation Lead

PetVet365•Lexington, KY

10d•Onsite

About The Position

The Technical Implementation Lead is the frontline internal support and optimization partner for our cloud-based practice information management system (PIMS), Provet Cloud. This role is the first point of contact for veterinary clinic leaders, helping them get the most from Provet Cloud through configuration, training, and workflow optimization. In addition, this role will help shape and execute implementation processes for other technology solutions as PetVet365 grows, ensuring a premium, personalized rollout experience for every hospital team.

Requirements

Strong technical aptitude with the ability to quickly learn, configure, and troubleshoot software systems.
Proven ability to manage multiple requests, tickets, and projects simultaneously, while prioritizing based on impact and urgency.
Excellent problem-solving skills, including the ability to investigate issues methodically and propose practical, end user-friendly solutions.
Strong technical aptitude with the ability to quickly learn, configure, and troubleshoot software systems.
Experience leading teams that provide customer support to recipients of financial information
Ability to influence without formal authority and lead cross-functional workstreams involving hospital teams, operations, and vendor partners.
Bachelor’s degree in information systems, computer science, or a related field preferred
Experience in the veterinary industry, either in clinic or managing veterinary accounts strongly preferred
At least 3 years of experience in technical implementations and operations

Responsibilities

Serve as the first tier of internal support for Provet Cloud, responding to questions from hospital leaders and team members, troubleshooting issues, and escalating to vendors or internal partners when needed.
Configure and optimize Provet Cloud for operational efficiency, including workflows for appointments, medical records, billing, reminders, and reporting.
Own user management in Provet Cloud, including role-based permissions, new user setup, deactivation, and access audits.
Support accurate setup of new locations in Provet Cloud, including hospital profiles, fee schedules, taxes, integrations, and location-specific settings.
Implement and maintain integrated services (e.g., reference labs, payment processing, imaging, client communication tools) in alignment with PetVet365 standards.
Partner closely with clinic leaders to understand their workflows, identify pain points, and recommend configuration or process changes that improve efficiency and usability.
Develop and maintain clear documentation, quick-reference guides, and checklists for common Provet Cloud workflows and configuration standards.
Assist with planning and executing the implementation of additional technology solutions (beyond Provet Cloud), ensuring that hospital teams experience a smooth, supported, and personalized rollout.
Provide training and coaching to hospital leaders and teams on new features, best‑practice workflows, and updates to systems and tools.
Collaborate with Partner Success, IT, and vendor partners to continually refine implementation approaches and support processes based on feedback and outcomes.