Implementation Specialist (Contact)

7000 Pine Valley Dr, Woodbridge, ON L4L 4Y8, Canada Req #2951
Wednesday, October 9, 2024

You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.

The Role

Reporting to the Manager, National Platform Support and Conversions, the Implementation Specialist’s main purpose is to:
  • Oversee IT Implementations to practices throughout Canada from initial practice contact through to post implementation review
  • Ensure all processes relating to the implementation are followed correctly and to set deadlines, having full awareness of the status of each process, escalating any issues where necessary
  • Lead, motivate and coach rollout teams, ensuring implementations are smooth and successful
  • Ensure any changes landed within our practices are done so empathetically, and expectations are set at the earliest opportunity
  • Collaborate with peers to continually feedback and improve the roll out processes
  • Liaise with and shape strong working relationships with third party partners
Responsibilities 
  • Must be able to travel across Canada when required with overnight stays for multiple days based on pandemic restrictions being lifted 
  • Main and first point of contact for the practice throughout the implementation process
  • Liaison between the practice and other internal departments and third party suppliers
  • Ensure data migrations are timely and accurate
  • Main point of contact for practice staff for all implementation tasks and liaison between the practice and other departments/ third parties where necessary
  • Reporting any potential issues to the Lead Implementation Manager
  • Post implementation review and feedback
  • First point of contact during final rollout processes prior to and during system go live
  • Maintain and update all implementation documentation for each implementation
  • Manage go live issues, raise tickets and handover to internal or third party support if necessary. 
Duties
  • Initial planning and preparation including discussing each implementation with relevant team members. 
  • Hold remote initial meeting with key practice staff
  • Coordinate and collect initial data extract for test migration
  • Create implementation schedule and liaise with 3rd party around data migration requirements
  • Follow implementation approach document 
  • Data validation on test extract
  • Liaise with 3rd party around hardware installation
  • Ongoing communication with practice around implementation plan
  • Pre Implementation tasks including collecting and manipulating import documents into the required format
  • On site attendance at practice for some implementation go live days
  • If not on site, be first point of contact for all issues on day of go live
  • Attend remote post implementation meeting with practice staff
  • Background, Experience and Qualifications
  • Software implementation experience
  • Excellent communication skills, with the ability to tune style and approach to create great relationships with a diverse range of personalities 
  • Experience in a customer facing role
  • Project Management accreditation would be beneficial.
  • Proficient in Microsoft Office/O365 (especially Excel)
  • Experience in auditing data quality
  • Management of third party suppliers
  • Excellent organizational and time management skills
  • Comfortable working in a pet friendly environment
Our Ideal Candidate possesses the following Cultural Competencies:
 
We are Relationship Focused!
  • In every interaction with the hospitals, we build and maintain personal connections and trust.  All relationships matter regardless of different levels, functions, cultures or geography.
We Collaborate!
  • Different perspectives are encouraged as we look for the best way to do things.  We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location.  We are externally focused on our hospitals rather than only internally focused on our processes.
We Speak the Truth!
  • We are honest and transparent.  We can question or challenge without fear of negative repercussions.  We support one another and take responsibility for ourselves.
We are Humble!
  • We’re all in this together. There is no room for ego or hierarchy mentality here.  We are unpretentious and approachable.  We support and appreciate one another.  We regularly seek feedback without defensiveness.  We reflect on our activities and the impact we have on others.
We Take Care of the Rest!
  • We view everything we do through the lens of the hospitals.  We seek to understand first.  Every decision we make is based on impact to patient care, client service, and hospitals teams.  We do what’s best for the hospitals not just Home Office.

Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to careers@vetstrategy.com.  

Other details

  • Pay Type Salary
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  • 7000 Pine Valley Dr, Woodbridge, ON L4L 4Y8, Canada