Implementation Team Lead - ezyVet EMEA

IDEXZX is hiring an Implementation Team Le ad who will stabilise delivery, strengthen c ross-funct ional alignment from Sales to Implementation to Success /Support/ Product and embed best practice processes that scal e . The Implementation Team Lead is a key point of contact for corporate and independent customers during their implementation, building relationships to support customer delight and retention . You will be responsible for l ead ing the EMEA team of Veterinary Software Specialists who i mplemen t our premium software product ezyVet , to v eterinar y practice s . You will develop t he 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 ., The r ole forms part s of the EMEA Customer Experience function , which is part of the Global C ustomer Experience organisation .

The role r eport s 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, i ncluding 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, stand ups, planning sessions)

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

Ensure consistent standards and adherenc e 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 organi s e, prioriti s e 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

Utili s e data, metrics and system tools to ensure efficiency and to maximi s e customer experience.

Identif y problems, obstacles and opportunities and proactively takes action to address issues.

Prepare reports and other information summari s ing work activities or prepare analys i s 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 , a s 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 l earning 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 Implement ations 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

Do you have experience in SaaS?, 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.

Compensation: 60,000.00 GBP Annual Opportunity for annual bonuses Medical Insurance Cycle to work scheme Work from home and wellbeing stipends 10% pension contribution

Why IDEXX We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.