Director of Technical Delivery Management

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 Delivery manages a team of 8-10 Technical Delivery Managers who serve as the liaison between the clinic and Covetrus teams during the period of software implementation. The active portfolio of customer implementation projects ranges from 250-350, a portion of which will have Technical Delivery Managers 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 and customer onboarding include low post-sale cancellation rates, and consistent, timely implementation of a fully configured and utilized solution which will be reflected in the 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 the conduct of their duties across the Sales to Implementation 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 for clinics delivered through the team of Technical Delivery Managers​ 

• Manage the implementation portfolio and operational reporting on timeline achievement, risks, and issues resolution in TaskRay (Salesforce) ​ 

• Interface with and support the activities of the Customer Implementation, Data Conversion, Customer Training, and Hypercare teams​ 

• Serve as an escalation path for issues as they arise in order to resolve them in a timely manner​ 

During the Post-Implementation process 

• Receive feedback from customers and measure customer satisfaction with the onboarding process​ 

• Monitor customers performance during immediate post go-live HyperCare and subsequent 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 delivery managers 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 which will be in a customer success or new customer implementation role​, or practice management role 

• Demonstrated ability to manage a team of resources with cross-functional responsibilities 

• Proven communications skills in a setting that helped increase client satisfaction​ 

• Ability to effectively network cross functionally within a national organization to gain knowledge and build relationships essential to performance in role​ 

• Knowledge of project management and customer onboarding in a SaaS business model, or similar work in another industry​ 

• Knowledge of veterinary clinic operations as a former employee 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