Implementation Team Lead - ezyVet EMEA

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.     

Who You Are:

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 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. 

• You demonstrate exceptional servant leadership, communication, and interpersonal skills, resonating equally well in person and in virtual environments. You 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. 

• The role reports to the Head of Implementation and Customer Operations for EMEA, based in the UK 

• Collaborates locally with the EMEA Sales, Solutions Consulting, Customer Success, and Support teams 

• Works globally with Product, Engineering, Data Services, and Learning teams 

• Acts as the voice of ezyVet Implementation in cross functional 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 travel onsite in support of EMEA customer delivery and corporate programme management 

• Some international travel will be expected to travel to collaborate with your CX colleagues 

Key Deliverables: 

• Weekly, monthly, and quarterly reporting on implementation progress to targets 

• Quarterly forecasting contributions for revenue and capacity 

• Accurate maintenance of ezyVet SOPs 

• 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% 

• Customer communications and escalations: 20% 

• Strategic/process improvement & cross functional: 20% 

What You’ll Do:

Team Leadership (People Management & Culture) 

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 

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

• Support the team with personal development plans fostering professional development and individual growth 

• Recruit, onboard, and develop new team members 

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

• Provide day-to-day guidance and support that maintains morale and wellbeing 

• Ensure consistent standards and adherence to best practice, SOPs and wider IDEXX policies 

• Performance management of all team members  

Operational Leadership (Delivery, Capacity, Quality) 

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).  

• You will communicate with other related departments to coordinate work and resolve issues as needed.  

• You will cultivate strong internal and customer business relationships, including corporate programme management 

• Utilise data, metrics and system tools to ensure efficiency and to maximise customer experience.  

• Identify problems, obstacles and opportunities and proactively takes action to address issues.  

• 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 of ezyVet features and workflows 

Strategic Ownership & Process Improvement 

You are a 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 feedback, participate in initiatives to continuously improve our product, process, 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 learning materials  

• 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 all ezyVet implementation teams 

Cross Functional Collaboration (Sales, Solutions Consulting, Support, CSM, Product) 

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 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 required 

• 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 early life issues 

• Participate in cross functional governance sessions to solve systemic issues 

• Ensure Sales → Implementation → CS/CSM handoffs are clear, complete, and measurable 

• Maintain relationships with corporate clients as required