Implementation Specialist - London, United Kingdom - Vetstoria

Description

About this role:

The Client Implementation Specialist role is key to the successful integration of our products and services within our organization.

This position exists to streamline the implementation process, ensuring it aligns with the company's objectives and effectively meets customer and business needs.

Reporting to the Director of Implementation and Support in the UK, you will also be responsible for identifying and resolving resource constraints or bottlenecks that may hinder the quality and timeline of implementation.

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

• Lead the implementation process for new Vetstoria customers, working closely to gather requirements, configure the software, and ensure a smooth and efficient onboarding experience
• Use a customer successbased approach that focuses on educating new customers on how Vetstoria can help improve processes and save time Seek to understand, identify, and resolve technical issues or unique challenges during onboarding

- collaborating with internal teams to ensure timely, confident, and satisfactory resolutions

• Develop strong relationships with customers by providing exceptional service and support throughout the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of Vetstoria's online booking software
• Maintain accurate documentation of customer interactions, implementation details, and configurations; generating reports and providing insights on progress, challenges, and successes to internal stakeholders

About You

• Minimum of 1 year of experience in a customerfacing role, preferably in software implementation, customer success, or a related field with primary customer communications over the phone
• 1+ year experience in a veterinary practice
• Experience working with CRM systems (Hubspot, Salesforce, Zendesk, etc.) and project management softwares (Jira, Smartsheets, Asana, etc.)
• Strong communication skills to effectively collaborate with customers, project managers, and crossfunctional teams
• Analytical thinking and the ability to dissect complex technical requirements and translate them into actionable tasks
• Time management and multitasking skills to handle multiple projects and priorities simultaneously
• Willingness to perform routine tasks and handle a high volume of calls, many of which may require similar solutions or responses.
• Great team player that collaborates and is wildly invested in the success of Vetstoria customers
• Ability to work under pressure in a fastpaced environment while maintaining a high level of detail and focus on goals

Benefits & Perks
Vetstoria is a remote, globally distributed team. The company uses an Employer of Record (EOR), a third-party organization, to legally employ staff internationally on our behalf.

The EOR handles all employment-related responsibilities, including drafting contracts, overseeing tax obligations, and ensuring the company complies with all local employment laws and statutory benefits.

• 20 Days Paid Time Off
• 10 Days Sick Leave
• 7 Paid Annual Holidays
• Paid Parental Leave

- $200 Annual Stipend for Learning and Development

Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, and Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention.

The company's innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally.

We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work.

We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.