Sr. Project Manager, Implementation

About the role: The Sr. Project Manager, Implementation (SPM) owns our largest and most complex customer implementations. This role establishes the customer-facing implementation plan and sets clear expectations around scope, timelines, milestones, dependencies, and customer responsibilities. Internally, the role coordinates and project manages across teams of subject matter experts, serving as both translator, specification creator, and activities manager to ensure work is completed accurately and on time against commitments. As the central point of contact for the client and accountable for delivery, the Senior PM oversees complex implementations, sets the pace and sequencing of implementation, proactively identifies and mitigates risks, and adjusts plans as needed to deliver a successful customer launch. They manage multiple internal and external stakeholders to get projects live on time and within budget. They live PetDesk's value of customer excellence daily, keeping the customer at the center of every decision, even amid complexity. Apply if you're excited to: Lead end-to-end execution of large, multi-product implementations, customers with more than three solutions purchased at once), and implementations with particularly complex or challenging onboarding projects Lead customer project meetings and provide clear, confident communication around progress, decisions, risks, upcoming milestones, and customer responsibilities Own escalation handling for active implementations (e.g., slipping milestones, stakeholder misalignment, unresolved blockers) to prevent churn that originates during implementation, ensuring issues are triaged, routed, customer is connected with, responses are tracked and resolved against defined SLA response and resolution targets Translate customer priorities and clinic workflows into clear implementation requirements and ensure those requirements are understood by the teams responsible for delivery Partner closely with dedicated Build and Customer Enablement teams to facilitate the appropriate configuration of PetDesk solutions and ensure customers receive the training and support needed to successfully launch Influence and coordinate across AE, Build, Customer Enablement, Strategic Account Management, Customer Success, Support, and executive stakeholders (internally and with the client) to ensure work is completed by agreed-upon milestones Use tools consistently to maintain accurate project information and proactively communicate status to internal and external stakeholders Continuously identify opportunities to improve implementation processes, leveraging AI and other tools to increase efficiency, consistency, and visibility About you: 4+ years of experience managing complex, multi-stakeholder, multi-product implementations or similar customer-facing projects Hands-on experience using Klient PSA, Wrike, or another complex project management platform for daily activity management, time tracking and internal visibility Demonstrated track record of delivering large-scale, multi-product implementations and go-lives on schedule and in less than 60 days Strong cross-functional project leadership skills, with the ability to influence and drive accountability across teams without direct authority Excellent organizational and prioritization skills, with the ability to actively manage multiple (typically 15-25) complex projects simultaneously and daily Strong written and verbal communication skills, including the ability to set clear expectations and lead effective virtual meetings with customers and internal stakeholders, always creating clear next steps with scheduled date/time Ability to quickly discuss and understand how practice management software solutions and incumbent provider approach and customer preferences would influence workflows, technical dependencies to create the desired experiences in our software Ability to translate customer preference and workflows into build specs for internal teams to create on time, within scope and to customer specification Demonstrated experience using AI to build, streamline, or optimize processes Strong customer orientation and the ability to balance customer priorities with internal business and operational requirements Dedicated, quiet workspace and ready to be "camera-on" during calls with strong internet stability Experience working in veterinary or healthcare SaaS implementations preferred Working knowledge of VoIP/telephony technology and network requirements a plus What success looks like: Customers and internal teams share a clear understanding of scope, timelines, milestones, responsibilities, and requirements throughout implementation, and internal teams consistently deliver against those commitments Large, multi-product implementations launch on the agreed timeline A portfolio of 3+ concurrent projects is actively and visibly managed, with clear ownership, status, risks, dependencies, and next steps documented and up to date Partnerships with Build and Customer Enablement Subject-Matter Experts are proactive, and choreographed with the right configuration and training activities completed at the right points in the customer journey Risks or delays are identified early, communicated transparently, and actively managed rather than becoming surprises for the customer, giving customers and internal stakeholders high confidence that the Senior Project Manager understands the plan, is driving execution, and will keep the project moving forward Customers and internal stakeholders have high confidence that the Senior Project Manager understands the plan, is driving execution, and will keep the project moving forward Project status, risks, decisions, dependencies, and milestones are documented and up to date across the entire project portfolio The PM actively brings AI-driven approaches and process improvements into their work and shares them with the team, reflecting a culture of curiosity and continuous learning Surfaces process or workflow breakdowns proactively with a recommended fix, rather than working around them or waiting to be asked Projects move efficiently and with a unified, coordinated experience from AE handoff through launch and customer enablement, targeting completion within 60 days whenever possible Meets or exceeds the team's target for customer satisfaction (CSAT) at key touchpoints across the journey No implementation-stage churn (churn within first 100 days post-signature): at-risk signals (slipping milestones, stakeholder misalignment, unresolved blockers) are caught and addressed before launch across the portfolio PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships. Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.