👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

The Canada-based Enterprise Implementation Manager will be crucial to the successful scaling of Provet within the US Enterprise market. This is a people-centric management role responsible for line managing and mentoring a team of 7 Implementation Specialists. This role involves managing a team of Implementation Specialists based in the USA to drive seamless, high-quality onboarding experiences for our largest, most complex veterinary enterprise clients.

Currently these Implementation Specialists are reporting to a UK based employee and that is not a sustainable line management solution.

The manager will ensure the team delivers seamless, high-quality services to our largest, most complex enterprise clients, drive team efficiency, manage project allocation, drive operational excellence, and ensure client satisfaction and successful product adoption, directly contributing to our US expansion goals. 🚀

Your key responsibilities include:

• Manage seven direct reports, all Implementation Specialists. Fostering a high-performance culture focused on client success and efficiency.

• Conduct regular 1:1 meetings, performance reviews, and set clear, measurable performance goals and development plans for each team member.

• Own the team’s capacity and resource planning, accurately forecasting availability and assigning Implementation Specialists to projects based on skill set and workload.

• Identify training needs and develop programs to enhance the team’s product knowledge, soft skills and US industry experience.

• Drive standardisation and adherence to the Provet implementation methodology and best practice. Ensuring processes remain scalable and team members are consistent.

• Monitor the overall health of our US projects and act as a senior escalation point for client-facing issues, internal resource conflicts and complex scope challenges.

• Work with Enterprise leadership peers to ensure project timelines align with overall portfolio goals.

• Serve as a Subject Matter Expert for the team on the nuances of the US veterinary market and clinical workflows.

• Coach the team on best practices for configuring Provet to align with client workflows and local regulations.

• Provide continuous feedback to the Product team and Engineering regarding client needs and opportunities for improvement.

• Work closely with our US based teams to ensure a smooth transition and clear scope definition as a project goes from sales to implementation to support and customer success.

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, our humble wishlist includes:

• Experience in software implementation, professional services or consultancy. (minimum 3 years, preferred 5+ years)
• Experience in managing a team of implementers or consultants. (minimum 3 years, preferred 5+ years)
• Experience in the US Veterinary industry within a clinical setting or a US based Veterinary SaaS provider is preferred.
• Experience with veterinary practice management software (PIMS) is a significant asset.
• Proven track record of successfully managing and scaling a team responsible for complex SaaS implementations.
• Strong resource allocation and project oversight skills, including experience in managing team capacity and monitoring project execution.
• Exceptional communication, coaching and conflict resolution skills, with the ability to influence and manage expectations with senior stakeholders.
  

Success Factors And Key Challenges Of The Role

• Establish a high-quality and scalable implementation foundation in the US market for Enterprises.
• Ensure the foundational implementation processes and quality standards are established to support rapid US enterprise expansion.
• Build a high-performing, expert team to drive US adoption.
• Develop the team’s capacity and expertise to deliver complex, multi-site implementations with minimal supervision.
• Successfully transition enterprise clients from implementation to customer success, maximising client value realisation.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare

• Competitive compensation and benefits

• Learning and professional growth opportunities

• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.