Job Description

IDEXZX is hiring an Implementation Team Lead who will stabilise delivery,strengthencross-functionalalignmentfromSalestoImplementationtoSuccess/Support/Productand embedbest practiceprocesses that scaleThe Implementation Team Leadis a keypoint of contact for corporate and independent customersduring their implementation,building relationships to support customer delight and retention

You will be responsible for leadingtheEMEAteam of VeterinarySoftwareSpecialistswho implement our premium software productezyVet, toveterinary practicesYou will develop theteamtodeliverpredictable,high-qualitydeployments and earlylife customer adoption that improves satisfaction, reduces downstream support load, and driveslong termrevenue retention

Who You Are:

You are a confident communicator and apeople‑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.

• Younavigate competing priorities with clarity, delegate effectively,and stay curious about how to improve cross‑functional workflows,not just those within your own team.

• You bringproven 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.

• Youdemonstrateexceptional 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.

• Youbuild andmaintainstrong customer relationships by understanding client needs, delivering consistent value, and fostering trust through responsive and professionalcommunication.

• You’recomfortable partnering with internal and external stakeholders on technical projects, andyou’reskilled at influencing relationships that drive progress and alignment.

• Youmodel professional integrity through consistency, transparency, and follow‑through, setting a tone of trust and reliability across your team and stakeholders.

• Youdemonstratemature 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.

• Youcommunicate with clarity and professionalism inwritten, verbal, and virtualformats,tailoring your message to your audience whilemaintainingempathy and authority.

Role Fit:

The roleformspartsof the EMEA Customer Experiencefunction,which ispart of the Global Customer Experienceorganisation

• The rolereportsto the Head of Implementation and Customer Operations for EMEA, based in the UK

• Collaborates locallywiththe EMEASales, Solutions Consulting, Customer Success,andSupportteams

• Works globally withProduct, Engineering,Data Services, and Learning teams

• Acts as the voice ofezyVetImplementation in crossfunctional 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 travelonsite in support of EMEA customer delivery and corporate programme management

• Some international travel will be expected to travel to collaborate with your CXcolleagues

Key Deliverables:

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

• Quarterly forecasting contributions for revenue and capacity

• Accurate maintenance ofezyVetSOPs

• 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%

• Customercommunicationsand escalations:20%

• Strategic/process improvement & cross functional: 20%

WhatYou’llDo:

TeamLeadership(People Management & Culture)

Ability to inspire, educate, and build a high performing team culture during times of change.Experience with performance management,mentorshipand 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 withpersonal development plansfostering professional development and individual growth

• Recruit, onboard, anddevelopnew team members

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

• Provide day-to-day guidance and support thatmaintainsmorale and wellbeing

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

• Performance management of all team members

Operational Leadership (Delivery, Capacity, Quality)

You will have theability to organise,prioritiseand direct work activities in a fast-paced environmentThis role requiresrelentless triage, situational adaptability, and ability to navigate/lead change with a positive attitudeas key competencies for success. A growth mindset isrequired

• 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, includingcorporateprogramme management

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

• Identifyproblems, obstacles and opportunities and proactivelytakes action to addressissues.

• 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 ofezyVetfeatures and workflows

Strategic Ownership & ProcessImprovement

Youarea 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,participatein 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 learningmaterials

• 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 allezyVetimplementation teams

CrossFunctional 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 Implementationsand thus working collaboratively with peers will be part of your daily activities.

• Align closely withNA and APACregional Implementation delivery teams onresource allocation across regions whererequired

• 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 earlylife issues

• Participate in crossfunctional governance sessions to solve systemic issues

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

• Maintain relationships with corporate clients asrequired

What you can expect from us:

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’reproud of the work wedo, becauseour 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 meanforyou? 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.

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