Delivery Manager

The Implementation Delivery Manager is the key partner for the customer throughout the product(s) installation journey ensuring the customer expectations are met while driving the effective and efficient implementation of Covetrus products and programs. The Delivery Manager will work closely with multiple stakeholders in training, implementations, technology, Sales, and support functions, to maintain a high level of customer satisfaction during the implementation process, and serve as the main point of contact for the customer during the implementation. This individual will be expected to master the intricacies of our platforms, product integrations, and customers' desired outcomes. This resource will influence team behavior, maintain the right sense of urgency, and proactively communicate with customers. The primary goal of the Delivery Manager will be to ensure a cohesive and rewarding technology implementation experience for both our customers and internal stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• During the Sales & Handover Phase:

• Collaborate with the Sales and Solutions Engineers to tailor implementation playbooks and timelines for products purchased, as well as specific or unique customer needs

• Lead, develop and present detailed implementation plans to both the internal organization and customer, ensuring alignment and clear expectations

• Participate in handover call from the Sales organization and initiate an implementation kick-off call with the customer

• Emphasize a consistent experience for the customer regardless of product bundle purchased

• During the Implementation Process:

• Set goals and objectives for the clinic to meet and achieve during the greater onboarding process

• Provide consultative engagement services for clinics and manage effective expectation setting

• Plan and lead regular project progress meetings with customer and internal stakeholders

• Serve as main point of contact for the customer throughout the implementation process

• Interface and coordinate with internal teams performing the work of System Implementation, Data Conversion, Customer Training, and Hypercare

• Understand and drive towards program requirements with internal stakeholders to ensure compliance and non-technical implementation guidelines are set up correctly

• Manage the implementation timeline, risks, and issues in TaskRay. Proactively identify risks with appropriate mitigation plans and issues for projects that may impact schedule milestones and work to mitigate

• Engage with customers on an agreed to cadence to obtain feedback from customers and effectively respond to them

• Provide visibility to leadership on stalled or unresponsive customers and engage sales partner to drive project back to schedule

• Manage and drive appropriate sign offs from customers as key milestones

• During Go-Live and Post Go-Live Support:

• Support go-live for customers and active transition into Hypercare model

• Monitor customer performance during immediate post go-live Hypercare to understand any additional support needed before returning relationship to account management

• Facilitate warm handoff back to Veterinary Relationship Management, Customer Engagement Representative, Clinic Growth Associate and support organizations

QUALIFICATIONS:

EDUCATION AND/OR EXPERIENCE

• Bachelor's Degree in a project management, business administration, business logistics or comparable experience

• At least 5-7 years of total work experience, some of whichwill be in customer success, project management, relationship management, support, or new customerimplementation role, such as training

• Proficiency in Microsoft O365 & Experience with Salesforce, or other CRM

• Proven communications skills in a setting that helpedincrease customer satisfaction

• Knowledge of project management and customeronboarding in a SaaS business model, or similar work inanother industry

• Knowledge of veterinary clinic operations as a formeremployee of a clinic, or other work in the industry

COMPETENCIES (SKILLS AND ABILITIES)

• Proven communications skills in a customer-facing role that improved customer satisfaction

• Ability to work flexible hours supporting customers in different geographies and time zones and with a team covering multiple territories

• Outstanding organizational, interpersonal, and teamwork skills, with an emphasis on being able to negotiate and influence others

• Ability to effectively network cross functionally within a national organization to gain knowledge and build relationships essential to performance in role

• Demonstrated ability to handle multiple responsibilities in a professional manner. Willingness to ask for help when it is required

• Strong problem-solving skills: must be capable of accurately assessing needs, maintaining a calm business demeanor, and taking quick action to resolve issues

• Ability to handle a fast-paced environment and continuously re-prioritize while maintaining a constant focus on participating in the sales and implementation process

• Knowledge of project management tools such as Smartsheet, MS project, Asana, Taskray or others

• Proven track record of successfully managing complex projects involving multiple stakeholders and delivering exceptional customer experiences

• Strong understanding of PM methodologies, best practices and tools

• Demonstrated ability to set priorities, meet deadlines, and manage multiple fast-paced projects effectively

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to set up and support a home office space and environment to support an uninterrupted customer experience.

• Must have access to high-speed internet

• 5-10% travel for trainings, sales meetings and other team building

• Must be present and available to work at your desk while engaged with customers

• Must be able to be on video for customer or internal company calls

• Must dress in business casual attire when on video

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.