Software Implementation Manager

IDEXX is hiring for a Software Implementation Manager
. In this role, you will be responsible for leading a team of Veterinary Software Specialists who implement our premium software product, ezyVet, to animal hospitals. This people leader will be responsible for fostering a high-performing team, retaining top talent through building a world‑class culture, ensuring members are educated on product and workflow best practices, and encouraging employees to perform their best in helping our customers achieve their desired outcomes while onboarding our software.

The leader will work within the functional leadership team to provide continuous process improvement, increasing efficiency and positive outcomes for the employee, customer and company.

Role will have approximately 7-12 direct reports with an annual delivery volume of approximately 750-1,000+ projects within the ezyVet Practice Management Software suite.

This role is onsite at our Frisco, TX or Westbrook, ME office. We are hybrid, 2 days in office weekly, with Wednesday required. For highly qualified candidates we may consider virtual with an understanding that travel to an office location with some regular cadence will be required to support staff and clients alike.

• Supervise day-to-day activities within the Veterinary Software Implementation department. Supervising staff, assigning work, monitoring activities, evaluating and coaching performance. Administers employment actions, provides coaching and guidance to staff and promotes staff training and development.
• Manage or provide guidance on escalated or critical issues with clients or within functional role(s). You will communicate with other related departments to coordinate work and resolve issues as needed. You will cultivate strong internal and customer business relationships.
• You will become a subject matter expert on our product suite to help guide your team and customers through configuration to achieve ideal workflow and product usage best practices, as well as changes and developments in the veterinary industry affecting work activities.
• Provide ecosystem support around Implementation understanding across IDEXX (i.e. VDC liaison).
• Provide input to department policies, procedures, and training content.
• As a member of an innovative culture, you will be expected to provide internal/external customer feedback, participate in initiatives to continuously improve our product, process, and overall experience as a world‑class software company within the animal health space.
• Communicate with other related departments to coordinate work and resolve issues as needed. This role is a member of a team of leaders who share responsibility for the success of all Software Implementation Specialists and thus working collaboratively with peers will be part of your daily activities.
• Utilize data, metrics and system tools to ensure efficiency and to maximize customer experience. Identify problems, obstacles and opportunities and proactively take action to address issues. Prepare reports and other information summarizing work activities or prepare analyses to highlight outcomes/issues and resolve questions.
• Contribute to maintenance of department technology and systems resources. Coordinate with other departments and vendors as needed to resolve issues and maintain ongoing functionality.
• In some instances, may be responsible for project/program delivery without subordinate supervisors/staff.
• May participate in outside industry groups and forums related to business activities.

• You will have 3+ years’ people leadership experience, with preference given to candidates with SaaS technical implementations or Veterinary hospital leadership.
• You will possess a strong business acumen, with software deployment (onboarding, implementation) or veterinary practice business operations preferred. Including an understanding of how to meet business goals through team motivation.
• Ability to inspire, educate, and build a high performing team culture during times of change. Experience with performance management, mentorship and coaching.
• You will have the…