Petvisor

• Own and execute the product vision, strategy, and roadmap for CarePath, balancing short-term adoption goals with long-term platform growth • Partner closely with strategic partners to align product investments with business objectives and maximize customer value • Define and prioritize product initiatives that drive adoption, engagement, retention, and future revenue opportunities • Translate business requirements into detailed product requirements, user stories, workflows, and acceptance criteria for engineering teams • Manage execution across multiple teams and functions, coordinating sprint-level dependencies across Engineering, Data, UX, QA, and external partners to ensure timely delivery of customer and partner commitments • Drive the development of data visibility and reporting solutions that provide actionable insights for customers and partners • Champion intuitive user experiences that fit naturally into the fast-paced workflows of veterinary clinic teams • Use customer feedback, analytics, experimentation, and market insights to evaluate performance and inform roadmap decisions

• Track and manage activity across 500+ concurrent customer implementations, catching risks before they surface as problems • Set clear expectations with customers and internal teams, and proactively communicate status without being asked • Report portfolio health, risk, and progress upward to leadership in a clear, digestible format • Lead and coach a team of Implementation Managers, holding the team to the same standard of rigor and follow-through • Step in as the senior point of contact on at-risk or unhappy-customer situations, resolving issues directly • Build and refine playbooks and workflows that raise consistency and quality across a growing team • Partner across Sales, Product, Customer Success, and Support to align expectations and close feedback loops • Travel ~10% for kickoffs, customer events, and industry conferences

• Proactively manage security functions on WordPress-based websites, including security updates, to maintain a hardened environment. • Monitor centralized server logs, Web Application Firewalls (WAF), and malware alerts to identify and neutralize threats before they escalate. • Act as the primary internal point of contact during website product security incidents, driving containment, remediation, and thorough post-mortem analysis • Develop and enforce a "Security Gold Standard" checklist for all new site launches and third-party integrations. • Translate complex technical logs and security posture data into actionable insights for leadership teams. • Coordinate with internal stakeholders to provide transparent updates and guide client-facing teams on sensitive security communications.

• Serve as the primary point of contact for veterinary clinics throughout the CarePath implementation journey, guiding customers from kickoff through successful launch, adoption, and transition to Customer Success • Configure CarePath environments, including tenant setup, user permissions, PIMS integrations, data validation, and workflow configuration, partnering with internal technical teams to troubleshoot and resolve issues as needed • Manage implementation milestones, timelines, training sessions, launch readiness activities, and project risks to ensure successful customer outcomes • Develop expertise in CarePath workflows, integrations, and data flows to translate technical requirements into simple, actionable guidance for clinic teams • Conduct onboarding sessions and training for veterinary clinic staff while creating and maintaining documentation, training materials, and resources that support successful adoption • Partner closely with Strategic Account Managers to support clinic-level onboarding, program opt-ins, and adoption activities for strategic accounts • Coordinate implementation activities across multiple customer journeys and partner programs, ensuring clinics are onboarded using scalable, repeatable processes • Collaborate with Product, Engineering, and project teams to manage shared data dependencies, align cross-functional workstreams, and prevent delivery blockers • Help define, test, validate, and operationalize onboarding frameworks, communication rules, suppression logic, and data workflows that can be replicated across additional product and medication journeys as the business scales • Gather customer feedback, identify recurring challenges and opportunities, and partner with Product and Engineering teams to continuously improve the product, implementation experience, and operational processes

• Build, maintain, and drive execution against comprehensive campaign project plans, ensuring milestones, dependencies, and deliverables stay on track • Own campaign launch readiness by developing and managing launch checklists, coordinating cross-functional testing, and ensuring QA sign-off prior to every go-live • Partner closely with Product, Engineering, Marketing, Customer Success, and external partners to remove blockers and ensure successful campaign execution • Define and maintain campaign governance, including suppression rules, audience management, and operational standards as multiple customer journeys run simultaneously • Establish recurring performance reporting that provides visibility into campaign health, including sends, opens, clicks, conversions, unsubscribe rates, and other key engagement metrics • Present campaign performance, insights, and recommendations to CarePath leadership and strategic partners, helping inform future marketing investments • Identify opportunities to optimize campaign performance, customer engagement, and operational efficiency through data-driven decision making • Develop scalable processes, documentation, and operating cadences that enable future product launches and lifecycle marketing programs • Drive accountability across cross-functional teams while maintaining momentum toward launch commitments and business objectives

• Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight • Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention • Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities • Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution • Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth • Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment • Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

• Prospect, qualify, and nurture leads through consistent outbound activity, delivering tailored product demos that address the needs of veterinary practices • Manage an accurate pipeline and forecast by using Salesforce and Gong Deal Boards as your single sources of truth, ensuring complete, timely data that supports visibility and coaching • Lead high-quality sales conversations, reviewing call notes same-day, preparing stakeholders with full context, and guiding the agenda to address customer needs • Own key onboarding and handoff steps, including kickoff scheduling and payment-related transitions for new product sales, while leveraging automation to streamline the customer journey • Partner cross-functionally with Marketing, Implementation, Customer Success, and Product to ensure a smooth, customer-centric experience from first touch through go-live • Demonstrate accountability and integrity by owning outcomes, solving problems proactively, maintaining ethical selling practices, and protecting customer information • Stay adaptable and growth-oriented, continuously learning through product updates, market trends, and new sales techniques • Travel approximately 10% for trade shows, sales kickoffs, customer events, and industry conferences

• Prospect, qualify, and nurture leads through consistent outbound activity, delivering tailored product demos that address the needs of veterinary practices • Manage an accurate pipeline and forecast by using Salesforce and Gong Deal Boards as your single sources of truth, ensuring complete, timely data that supports visibility and coaching • Lead high-quality sales conversations, reviewing call notes same-day, preparing stakeholders with full context, and guiding the agenda to address customer needs • Own key onboarding and handoff steps, including kickoff scheduling and payment-related transitions for new product sales, while leveraging automation to streamline the customer journey • Partner cross-functionally with Marketing, Implementation, Customer Success, and Product to ensure a smooth, customer-centric experience from first touch through go-live • Demonstrate accountability and integrity by owning outcomes, solving problems proactively, maintaining ethical selling practices, and protecting customer information • Stay adaptable and growth-oriented, continuously learning through product updates, market trends, and new sales techniques • Travel approximately 10% for trade shows, sales kickoffs, customer events, and industry conferences

• Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient onboarding experience • Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively • Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response • 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 PetDesk's client communication software • Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including product support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction. • Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders. • Manage an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day.

• Lead the architectural design and technical direction of complex, large-scale systems across the R&D organization, ensuring solutions are scalable, maintainable, and aligned with long-term product strategy • Partner closely with Product Management, UX, and QA teams throughout the full development lifecycle to translate business requirements into sound technical designs and actionable engineering plans • Establish and enforce engineering standards, best practices, and architectural patterns across the engineering team to ensure consistency, quality, and operational excellence at every stage of development • Drive the end-to-end execution of high-priority technical initiatives by identifying risks early, removing blockers, and keeping cross-functional stakeholders informed and aligned throughout delivery • Conduct thorough architecture and code reviews on a regular basis, providing constructive, high-quality feedback that raises the technical bar and accelerates the growth of engineers at all levels • Mentor and guide senior and mid-level engineers through complex technical challenges, serving as a go-to resource for architectural guidance and engineering decision-making across the organization • Evaluate emerging technologies, tools, and industry trends on an ongoing basis and make informed recommendations that strengthen the engineering platform, improve developer productivity, and support the company's technical roadmap