Petvisor

• 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

• Define and lead PetDesk’s integrations and data product strategy • Manage the roadmap for all data products, including APIs, connectors, partner reporting, and internal tools • Operationalize data for product teams and internal stakeholders • Translate customer and partner needs into clear product requirements and scalable data flows • Collaborate with engineering to design reliable, scalable integrations and data flows • Prioritize across competing integration opportunities and requests • Lead integration initiatives from early discovery, through launch, and continued maintenance

• Ensure the highest levels of customer satisfaction via phone and tickets • Make system change requests (ex., Rename extension, change phone routes) • Troubleshoot and resolve hardware issues, including guiding customers through phone reboots and factory resets • Enable system integrations for customers • Conduct remote diagnostics and troubleshooting • Resolve or Escalate customer requests/issues promptly • Review, Analyze, and Evaluate trends on common system issues and communicate these to the company

• Support PetDesk’s VoIP phone systems • Provide technical expertise and problem-solving skills for exceptional customer service • Assist customers across North America • Submit your resume in English that highlights your qualifications • Provide coverage for customers Monday through Friday • Contractors must provide their equipment and stable internet connectivity

• Lead an implementation team responsible for managing the deployment and integration of VoIP solutions to veterinary practices • Ensure a seamless onboarding experience for customers from initial purchase to setup of infrastructure • Oversee all aspects of the VoIP implementation process, continuously refining workflows to improve efficiency and customer satisfaction • Design scalable onboarding and deployment frameworks, establishing implementation KPIs and operational metrics • Drive cross‑functional planning for product launches, aligning teams on timelines, processes, and readiness • Own capacity planning and hiring roadmap while developing a strong bench of Team Leads and Managers • Regularly evaluate current implementation processes, identifying gaps and leading optimization efforts • Coordinate resources, timelines, and deliverables with Sales, Build, Customer Success, Support, and other teams • Act as the escalation point for complex implementation challenges, resolving technical issues and keeping projects on track • Ensure thorough documentation of project progress and maintain transparency throughout the implementation process

• Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market • Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops • Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks • Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment • Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks • Evolve success frameworks, processes, and tools to increase team efficiency and scalability • Champion the voice of the customer — ensuring insights inform product roadmap and go-to-market strategies • Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization • Inspire a culture of ownership, accountability, and revenue mindset within the CSM team

• Responsible for managing customers' social media accounts (Facebook/Meta/Instagram and Twitter), including content creation, community management, and performance metrics • Assist customers with requests and needs for graphic design requests. Responsible for graphic design creation of marketing and social media assets in Canva • Ensuring social content is informative and appealing while following individual brand guidelines and best practices for each client • Managing social calendars and communicating any changes to deadlines or content • Managing the client’s online reputation by monitoring and responding to online reviews on behalf of the client • Monitoring community management by using programs like Sprout Social to engage, educate, and address inquiries • Work closely with the internal customer success team to streamline processes and coordinate the execution of new customer success strategies and communications • Manage requests/updates/issues for assigned clients via CRM/Zendesk ticketing system • Analyze social media metrics to identify trends that may impact customer satisfaction • Have a benchmark knowledge of SEO/PPC to be able to speak to trends and changes that may affect client satisfaction

• 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 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 face during the implementation process. 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.

• Own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer’s technology investment • Ensure the overall success of 400+ accounts • Analyze strategic customer activities and opportunities and quickly build consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations • Take a proactive, data-driven approach and have a deep understanding of PetDesk solutions