Full-Time Implementation Specialist

Client Implementation Specialist role is key to the successful integration of products and services. This position streamlines the implementation process, ensuring alignment with company objectives and meeting customer and business needs.

Reporting to the Director of Implementation in the UK, you'll identify and resolve resource constraints or bottlenecks hindering implementation quality and timelines.

This position is critical to the company's onboarding journey, driving the organization forward. You will:

• Lead implementation for new Vetstoria customers, gathering requirements, configuring software, and ensuring a smooth onboarding experience.
• Use a customer success-based approach, educating customers on how Vetstoria improves processes and saves time.
• Understand, identify, and resolve technical issues during onboarding, collaborating with internal teams.
• Develop strong customer relationships, providing exceptional service and support, acting as a trusted advisor, and guiding optimization of Vetstoria's online booking software.
• Maintain accurate documentation of customer interactions, implementation details, and configurations; generate reports and provide insights on progress, challenges, and successes.

About you:

• Minimum 1 year of experience in a customer-facing role (software implementation, customer success, or related), with primary customer communications over the phone.
• 1+ year experience in a veterinary practice required.
• Strong communication, analytical thinking, and time management/multitasking skills.
• Ability to dissect complex technical requirements and translate them into actionable tasks.
• Willingness to perform routine tasks and handle a high volume of calls.
• Great team player with a focus on customer success.
• Ability to work under pressure, maintain detail focus, and achieve goals.
• Experience with CRM (HubSpot, Salesforce, Zendesk, etc.) and project management software (Jira, Wrike, etc.) is preferred, but not required.

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