Technical Delivery Manager (Remote)
Company: Covetrus
Location: Portland
Posted on: May 3, 2024
Job Description:
Covetrus is a global animal-health technology and services
company dedicated to empowering veterinary practice partners to
drive improved health and financial outcomes. We are bringing
together products, services, and technology into a single platform
that connects our customers to the solutions and insights they need
to work best. Our passion for the well-being of animals and those
who care for them drives us to advance the world of veterinary
medicine. Covetrus is headquartered in Portland, Maine, with more
than 5,500 employees, serving over 100,000 customers around the
globe.The Technical 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 technical product. The
Delivery Manager will work closely with the Sales, Technical
Solutions Engineers, and the implementations team to drive the
timely installation of multiple Covetrus technology solutions. The
individual will engage 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. The Delivery Manager 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
Technical 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:
- 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
- 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 and technical support
organizationsQUALIFICATIONS:EDUCATION AND/OR EXPERIENCE
- Bachelor's Degree in a project management, business
administration, business logistics or related field
- Master's degree or relevant certification (e.g. PMP) a
plus
- At least 5-7 years of total work experience, some of whichwill
be in a customer success or new customerimplementation role such as
training
- 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 industryCOMPETENCIES (SKILLS AND
ABILITIES)
- Proven communications skills in a customer service role that
improved customer satisfaction
- Ability to work flexible hours supporting customers in
different geographies and time zones and with a distributed
team
- 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
- Proficient in Microsoft O365 & Experience with Salesforce, or
other CRM.
- 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 ENVIRONMENTThe 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 videoCovetrus 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.Salary may vary depending on
factors such as confirmed job-related skills, experience, and
location.However, the pay range for this position is as
follows.$67,100.00 - $124,500.00We offer the following benefits for
you to take advantage of while you are here provided you meet the
eligibility requirements under each governing program:* 401k
savings & company match* Paid time off* Paid holidays* Maternity
leave* Parental leave* Military leave* Other leaves of absence*
Health, dental, and vision benefits* Health savings accounts*
Flexible spending accounts* Life & disability benefits* Identity
theft protection* Pet insurance* Sales Positions are eligible for a
Variable Incentive* Certain positions may include eligibility for a
short term incentive planCovetrus 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.
Keywords: Covetrus, Portland , Technical Delivery Manager (Remote), Executive , Portland, Maine
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