Implementation Team Lead ezyVet EMEA

You will be responsible for leadingtheEMEAteam of VeterinarySoftwareSpecialistswho implement our premium software productezyVet toveterinary practices.You will develop theteamtodeliverpredictablehigh-qualitydeployments and earlylife customer adoption that improves satisfaction reduces downstream support load and driveslong termrevenue retention.

Who You Are:

You are a confident communicator and apeoplefirst leader who thrives on enabling your team to succeed. You balance empathy with accountabilityremain 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.

• Younavigate competing priorities with clarity delegate effectivelyand stay curious about how to improve crossfunctional workflowsnot just those within your own team.

• You bringproven peopleleadership 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.

• Youdemonstrateexceptional servant leadership communication and interpersonal skills resonating equally well in person and in virtual environments.You are detailoriented highly organized and capable of managing multiple priorities within a fastpaced highgrowth environment.

• Youbuild andmaintainstrong customer relationships by understanding client needs delivering consistent value and fostering trust through responsive and professionalcommunication.

• Yourecomfortable partnering with internal and external stakeholders on technical projects andyoureskilled at influencing relationships that drive progress and alignment.

• Youmodel professional integrity through consistency transparency and followthrough setting a tone of trust and reliability across your team and stakeholders.

• Youdemonstratemature judgement and discretion especially when handling sensitive information escalations or customerimpacting decisions.

• You foster psychological safety by leading with respect and inclusivity encouraging team members to bring forward concerns ideas and challenges without hesitation.

• Youcommunicate with clarity and professionalism inwritten verbal and virtualformatstailoring your message to your audience whilemaintainingempathy and authority.

Role Fit:

The roleformspartsof the EMEA Customer Experiencefunctionwhich ispart of the Global Customer Experienceorganisation.

• The rolereportsto the Head of Implementation and Customer Operations for EMEA based in the UK

• Collaborates locallywiththe EMEASales Solutions Consulting Customer SuccessandSupportteams

• Works globally withProduct EngineeringData Services and Learning teams

• Acts as the voice ofezyVetImplementation in crossfunctional forums ensuring strong handoffs clear scope and connected customer experience

• Expected to influence beyond direct authority to drive improvements across the end-to-end customer journey

Role Demands:

• The role is hybrid with onsite at our Wimbledon office 2-3 days per week.

• You will be expected to travelonsite in support of EMEA customer delivery and corporate programme management

• Some international travel will be expected to travel to collaborate with your CXcolleagues

Key Deliverables:

• Weekly monthly and quarterly reporting on implementation progress to targets

• Quarterly forecasting contributions for revenue and capacity

• Accurate maintenance ofezyVetSOPs

• Measured improvements in handoff quality delivery predictability and customer outcomes

• Development and tracking of team OKRs with clear plans to achieve them

• Strong cross team governance and continuous improvement activity

• High quality customer advocacy into Product and global CX organisation

• Strong client relationships including corporate customer engagement where applicable

Balance of Responsibilities:

• Team leadership:30%

• Operational delivery oversight:30%

• Customercommunicationsand escalations:20%

• Strategic/process improvement & cross functional:20%

WhatYoullDo:

TeamLeadership(People Management & Culture)

Ability to inspire educate and build a high performing team culture during times of change.Experience with performance managementmentorshipand coaching.

• Lead coach and support the Implementation team creating a positive inclusive culture

• Manage performance against goals and KPIs to maximise client satisfaction and commercial outcomes

• Support the team withpersonal development plansfostering professional development and individual growth

• Recruit onboard anddevelopnew team members

• Ensure effective communication rhythms (1:1s standups planning sessions)

• Provide day-to-day guidance and support thatmaintainsmorale and wellbeing

• Ensure consistent standards and adherence to best practiceSOPsand wider IDEXX policies

• Performance management of all team members

Operational Leadership (Delivery Capacity Quality)

You will have theability to organiseprioritiseand direct work activities in a fast-paced environment.This role requiresrelentless triage situational adaptability and ability to navigate/lead change with a positive attitudeas key competencies for success. A growth mindset is.

• 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 includingcorporateprogramme management

• Utilise datametricsand system tools to ensure efficiency and to maximise customer experience.

• Identifyproblems obstacles and opportunities and proactivelytakes action to addressissues.

• Prepare reports and other information summarising work activities or prepare analysis to highlight outcomes/issues and resolve questions.

• Forecast delivery capacity manage team utilisation and assign projects effectively

• Provide input into headcount planning including backfills and phased scaling

• Maintain delivery and contract tracking tools for visibility of pipeline and future revenue

• Monitor implementation planning accuracy and ensure all tracking is up to date

• Ensure quality control of delivery outputs and customer experience

• Maintain strong knowledge ofezyVetfeatures and workflows

Strategic Ownership & ProcessImprovement

Youarea 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 input to department policies procedures and training content.

• As a member of an innovative culture you will be expected to provide internal/external customer feedbackparticipatein initiatives to continuously improve our productprocess and overall experience as a world-class software company within the animal health space.

• Continuously improve onboarding framework and runbook to drive efficiency effectiveness and scalability

• Own or contribute to projects that enhance tools processes and working practices

• Contribute SME knowledge to scalable learningmaterials

• Collaborate with Data Services on ticket prioritisation and clarifying customer needs

• Partner with Product providing structured feedback and advocating for EMEA customer needs

• Maintain consistency of best practice across allezyVetimplementation teams

CrossFunctional Collaboration (Sales Solutions Consulting SupportCSMProduct)

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 Implementationsand thus working collaboratively with peers will be part of your daily activities.

• Align closely withNA and APACregional Implementation delivery teams onresource allocation across regions where

• Work closely with Sales to advise on scoping timelines pricing and project complexity

• Integrate IDEXX diagnostic best practices into software deployment

• Maintain close contact with the Customer Support team to reduce earlylife issues

• Participate in crossfunctional governance sessions to solve systemic issues

• Ensure Sales Implementation CS/CSMhandoffs are clear complete and measurable

• Maintain relationships with corporate clients as