Implementation Specialist

Covetrus is dedicated to advancing the world of veterinary medicine and empowering veterinary healthcare teams across the companion, equine, and large-animal health markets. We provide a comprehensive suite of products, software, and services to help drive improved patient health, strong client relationships, and successful financial outcomes for veterinary professionals.

Position can be remote but will be predominately Eastern Time Zone hours.

SUMMARY

The Technology Implementation Specialist I is responsible for effectively leading the deployment of all our technology solutions (Client communications, payment processing, prescription management) for Covetrus customers. This is a technical position responsible for software updates, 1-2 product specialties, and supporting implementation projects and tasks.

In this role you will have a direct impact on Covetrus' results by effectively managing timelines, and deliverables, taking the lead in communicating, coordinating with internal and external teams, and executing implementation to customer expectations.

As a Technology Implementation Specialist I, you will leverage your unparalleled organizational skills and exceptional communication abilities to partner with our customers for their technology implementation. Collaboration and cooperation with internal departments such as Billing, PIMS Training/Onboarding, Customer Success team, and the Technology Sales team is critical to success in this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plan, implement, configure, and deliver customer technology solutions within expected timeframes.

• Lead implementation-related customer engagements from project kick-off to completion hand-off.

• Manage multiple projects varying in size and timeline simultaneously, interacting with a variety of customers and internal teams.

• Manages day-to-day operational aspects of projects and scope, including meeting facilitation and documentation.

• Develop, deliver, and update project plans to lead customers through successful implementation.

• Align on and manage customer expectations, leading effective implementation-related communications, reporting on progress and issues.

• Monitor and escalate any implementation obstacles and risks by communicating promptly, advocating for the customer, and driving resolution with appropriate stakeholders and teams.

• Collaborate with internal and third-party teams as necessary to drive execution of project tasks.

• Partner with account team members as necessary.

• Drive problem and issue resolution

• Follow applicable standard operating procedures to ensure successful implementation.

• Transition customer into post-implementation support.

• Provide technical configurations and onboarding

• Provide impeccable service reflected by customer satisfaction survey scores.

• Perform other duties and responsibilities as required.

QUALIFICATIONS:

Education and/or Experience

• Bachelor's Degree in Business Administration, technology, or equivalent experience is required in project management, service delivery, customer support, technology implementation and/or applicable business experience with proven ability to educate and train.

• 2+ years of previous service delivery, customer support, technology implementation and/or applicable business experience with proven ability to educate and train.

• Understanding of the veterinary industry and experience in a veterinary practice preferred.

• Experience in a technical field, and or contact center environment desirable.

Competencies (Skills & Abilities)

• Strong verbal and written communication skills.

• Strong presentation abilities both virtually and in-person.

• Ability to learn complex technical information and simplify concepts for customers.

• Attention to detail and solid time management capabilities.

• Strong organizational skills including the ability to work on multiple projects simultaneously.

• Experience leading the management, coordination, and logistics of virtual and in-person customer meetings.

• Aptitude to resolve issues focusing on the customer experience.

• Proficiency in Microsoft O365 Suite (Word, Excel, Powerpoint, Teams) required.

• Some experience with modern office productivity software, cloud-based applications, and CRM tools a plus.

• Professionalism, ability to maintain customer confidence and protect confidential information.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Travel may be required on occasion.

• On occasion, it may be required to work outside of scheduled hours to assist customers in different time zones.