Delivery Manager

The Implementation Delivery Manager is the key partner for the customer throughout the product(s) installation journey ensuring the customer expectations are met while driving the effective and efficient implementation of Covetrus products and programs. The Delivery Manager will work closely with multiple stakeholders in training, implementations, technology, Sales, and support functions, to maintain a high level of customer satisfaction during the implementation process, and serve as the main point of contact for the customer during the implementation.  This individual will be expected to master the intricacies of our platforms, product integrations, and customers’ desired outcomes. This resource will influence team behavior, maintain the right sense of urgency, and proactively communicate with customers. The primary goal of the Delivery Manager will be to ensure a cohesive and rewarding technology implementation experience for both our customers and internal stakeholders.   

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

• During the Sales & Handover Phase: 

• Collaborate with the Sales and Solutions Engineers to tailor implementation playbooks and timelines for products purchased, as well as specific or unique customer needs 

• Lead, develop and present detailed implementation plans to both the internal organization and customer, ensuring alignment and clear expectations 

• Participate in handover call from the Sales organization and initiate an implementation kick-off call with the customer  

• Emphasize a consistent experience for the customer regardless of product bundle purchased 

• During the Implementation Process: 

• Set goals and objectives for the clinic to meet and achieve during the greater onboarding process 

• Provide consultative engagement services for clinics and manage effective expectation setting 

• Plan and lead regular project progress meetings with customer and internal stakeholders 

• Serve as main point of contact for the customer throughout the implementation process 

• Interface and coordinate with internal teams performing the work of System Implementation, Data Conversion, Customer Training, and Hypercare 

• Understand and drive towards program requirements with internal stakeholders to ensure compliance and non-technical implementation guidelines are set up correctly 

• Manage the implementation timeline, risks, and issues in TaskRay. Proactively identify risks with appropriate mitigation plans and issues for projects that may impact schedule milestones and work to mitigate 

• Engage with customers on an agreed to cadence to obtain feedback from customers and effectively respond to them 

• Provide visibility to leadership on stalled or unresponsive customers and engage sales partner to drive project back to schedule 

• Manage and drive appropriate sign offs from customers as key milesto