Director of Technical Delivery Management - Augusta, United States - Covetrus

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 Director of Technical Deliverymanages a team of 8-10 Technical Delivery Managers who serveas the liaison between the clinic andCovetrusteams during the period of software implementation. The activeportfolio of customer implementation projects ranges from250-350, a portion of which will have Technical DeliveryManagers assigned to manage implementation. This resource will be responsible for maintaining ongoing working relationships across senior leadership and collaborating cross-functionally to facilitate two-way communications and continuous improvement initiatives for implementation of sold products.

Covetrus' goals for technology implementation andcustomer onboarding include low post-sale cancellationrates, and consistent, timely implementation of a fullyconfigured and utilized solution which will be reflected inthe performance measures for the role.

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

During the Sales and post-Sales Handoff process:

• Manage pipeline of incoming implementations and assign resources and teams for implementations
• Interface with Director of Solution Engineering(Sales) to support each other's teams in theconduct of their duties across the Sales toImplementation handoff
• Participate in Sales and Implementation governance to support data-driven decision making and improved outcomes for implementations portfolio and clinics they represent

During Implementation

• Support the delivery and maturation of consultative engagement services forclinics delivered through the team of Technical DeliveryManagers
• Manage the implementation portfolio andoperational reporting on timeline achievement,risks, and issues resolution inTaskRay(Salesforce)
• Interface with and support the activities of theCustomer Implementation, Data Conversion,Customer Training, and Hypercare teams
• Serve as an escalation path for issues as theyarisein order toresolve them in a timelymanner

During the Post-Implementation process

• Receive feedback from customers and measurecustomer satisfaction with the onboardingprocess
• Monitor customers performance duringimmediate post go-liveHyperCareandsubsequent transition to Technical Support
• Intake feedback and drive continuous improvement for software implementations and customer onboarding experience

SUPERVISORY RESPONSIBILITIES

• Hire, develop and retain a team of technology deliverymanagers who create high-quality customer experiences and serve as the main point of contact to the customer during the technology implementation process

QUALIFICATIONS:

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 10 years of total work experience, some of whichwill be in a customer success or new customerimplementation role, or practice management role
• Demonstrated ability to manage a team of resources with cross-functional responsibilities
• Proven communications skills in a setting that helpedincrease client satisfaction
• Ability to effectively network cross functionally within anational organization to gain knowledge and buildrelationships essential to performance in role
• 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 client satisfaction
• Ability to work flexible hours with prospects in different geographies and time zones and with a distributed team
• Outstanding organizational, interpersonal, and teamworking 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
• 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 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

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.

We 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 plan

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.