Implementation Team Lead

You will be responsible for leading the EMEA team of Veterinary Software Specialists who implement our premium software product ezyVet, to veterinary practices. You will develop the team to deliver predictable, high-quality deployments and early life customer adoption that improves satisfaction, reduces downstream support load, and drives long term revenue retention.You are a confident communicator and a people-first leader who thrives on enabling your team to succeed. You balance empathy with accountability, remain calm under pressure, and rely on data to guide decisions. You excel at solving complex problems, improving processes, and fostering a collaborative, cohesive team culture.* You navigate competing priorities with clarity, delegate effectively, and stay curious about how to improve cross-functional workflows, not just those within your own team.* You demonstrateYou are detail-oriented, highly organized, and capable of managing multiple priorities within a fast-paced, high-growth environment.* You build and maintain strong customer relationships by understanding client needs, delivering consistent value, and fostering trust through responsive and professional communication.* You're comfortable partnering with internal and external stakeholders on technical projects, and you're skilled at influencing relationships that drive progress and alignment.* You model professional integrity through consistency, transparency, and follow-through, setting a tone of trust and reliability across your team and stakeholders.* You demonstrate mature judgement and discretion, especially when handling sensitive information, escalations, or customer-impacting decisions.* You foster psychological safety by leading with respect and inclusivity, encouraging team members to bring forward concerns, ideas, and challenges without hesitation.* You communicate with clarity and professionalism in written, verbal, and virtual formats, tailoring your message to your audience while maintaining empathy and authority.**Role Fit:The role forms parts of the EMEA Customer Experience function, which is part of the Global Customer Experience organisation.IDEXZX is hiring an Implementation Team Lead who will stabilise delivery, strengthen cross-functional alignment from Sales to Implementation to Success/Support/Productand embed best practice processes that scale. The Implementation Team Lead is a key point of contact for corporate and independent customers during their implementation, building relationships to support customer delight and retention. Who You Are:You bring proven people-leadership experience in SaaS technical implementations or veterinary hospital operations. You have strong business acumen, grounded in software deployment (onboarding, implementation) or veterinary practice operations, with a clear understanding of how to achieve business goals through engaged, motivated teams. exceptional servant leadership, communication, and interpersonal skills, resonating equally well in person and in virtual environments. The role reports to the Head of Implementation and Customer Operations for EMEA, based in the UKActs as the voice of ezyVet Implementation in cross functional forums, ensuring strong handoffs, clear scope, and connected customer experienceRole Demands: The role is hybrid with onsite at our Wimbledon office 2-3 days per week. Weekly, monthly, and quarterly reporting on implementation progress to targets Balance of Responsibilities: Ability to inspire, educate, and build a high performing team culture during times of change. Experience with performance management, mentorship and coaching.Lead, coach, and support the Implementation team, creating a positive, inclusive culture You will have the ability to organise, prioritise and direct work activities in a fast-paced environment. This role requires relentless triage, situational adaptability, and ability to navigate/lead change with a positive attitude as key competencies for success. A growth mindset is required.Manage or provide guidance on escalated or critical issues with clients or within functional role(s). Utilise data, metrics and system tools to ensure efficiency and to maximise customer experience. Monitor implementation planning accuracy and ensure all tracking is up to date Ensure quality control of delivery outputs and customer experience Maintain strong knowledge of ezyVet features and workflowsAs 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.Contribute SME knowledge to scalable learning materials Maintain consistency of best practice across all ezyVet implementation teamsCommunicate 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 Implementations and thus working collaboratively with peers will be part of your daily activities.Align closely with NA and APAC regional Implementation delivery teams on resource allocation across regions where requiredEnsure Sales * Implementation * CS/CSM handoffs are clear, complete, and measurableWhat you can expect from us:**Compensation: 60,000.00 GBP AnnualWe're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for#J-18808-Ljbffr Similar jobs

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