About the role:

As the VoIP Phones Implementation Manager at PetDesk, you will lead an implementation team responsible for managing the deployment and integration of our VoIP solutions to veterinary practices. Your primary responsibility will be to ensure a seamless transition for our customers, from following the initial purchase of their phone systems to the successful setup of their VoIP infrastructure. This leadership role requires technical expertise, operational management skills, and customer service excellence. You will work closely with cross-functional teams, including Sales, VoIP Build, and Customer Support, to deliver a smooth and efficient implementation experience for our veterinary customers.

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Apply if you’re excited to:

• Manage and mentor a team of implementation specialists, ensuring they have the support and resources to deliver exceptional service and meet project deadlines.
• Oversee all aspects of the VoIP implementation process, from initial planning to final execution, continuously refining workflows to improve efficiency and customer satisfaction.
• Regularly evaluate current implementation processes, listen to customer calls, identify gaps or inefficiencies, and lead efforts to optimize and standardize best practices across the team.
• Ensure your team provides outstanding service, guiding clients through onboarding with clear communication, training, and technical support to ensure successful VoIP integration.
• Work closely with Sales, VoIP Build, Customer Support, and other teams to coordinate resources, timelines, and deliverables, ensuring alignment with customer needs and company objectives.
• Act as the escalation point for implementation challenges, proactively resolving technical issues and keeping projects on track.
• Ensure thorough documentation of project progress, regularly update stakeholders and maintain transparency throughout the implementation process.

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About You:

• 5+ years of experience in VoIP implementation or a similar technical project management role, preferably within a SaaS environment.
• Proven team leadership experience, including managing international contractors and full responsibility for hiring and performance management.
• Experience working with external vendors.
• Proven ability to analyze trends and collaborate across all management levels to drive data-informed decisions and team strategy.
• Strong understanding of VoIP technologies, network infrastructure, and telecommunication systems. Familiarity with cloud-based phone systems is a plus.
• Excellent communication and interpersonal skills, with a strong focus on delivering customer excellence.
• Ability to troubleshoot technical issues and deliver effective solutions under pressure.
• Proven success implementing, using, and optimizing with Salesforce, Hubspot, or Customer Success software (i.e., Gainsight, Totango, or Medallia-Strike deck).

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Benefits & Perks:

PetDesk is a remote organization focused on a culture, infrastructure, and ecosystem that supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:

• Medical coverage for employees and dependents (80-90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Dental & Vision coverage available.
• Basic Life and AD&D Insurance.
• Short and Long Term Disability.
• 13 Paid Annual Holidays.
• Paid Parental Leave.
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance.
• $250 Annual Stipend for Learning and Development.