Project Manager - Veterinary Software - Customer Experience

The IDEXX Veterinary Software Customer Experience team is seeking our next Enterprise Account Project Manager. In this role you will lead multi-site rollouts of our veterinary software for our top corporate and university accounts, primarily focusing on the ezyVet product suite. This is a customer-facing role where you’ll handle enterprise-level 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 - Enterprise Team:

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 35-45 active projects concurrently with a full portfolio that may include inactive or future projects of 80+ across several client groups.

Risk management: Performing risk management by identifying potential issues early and developing effective mitigation strategies. You will find innovative solutions to support hospitals and enterprise groups 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".

What You Need to Succeed:

2-4 years of Project Coordination or Management experience.

5+ years of customer service experience. This is a customer-facing role.

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).

You will possess strong written and verbal communication skills as well as interpersonal skills.

You will have strong attention to detail.

Experience with communication delivery to the C-Suite preferred.

You will possess the ability to devise tracking systems and efficient reporting.

You will possess the ability to adapt to changing situations and navigate ambiguity.

You will have strong organizational skills with the ability to prioritize and follow up.

You will possess the ability to multitask.

You will have strong attention to detail.

You will have effective project administration skills and/or task management skills.

Project management skills.

You will be a self-starter.

What you can expect from us: 

• Annual rate targeting: $90K Annual
• Opportunity for annual cash bonus
• Benefits Day-One
• On the job training and career advancement opportunities (experience NOT required)
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. 

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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