IDEXZX is hiring an Implementation Team Lead who will stabilise delivery, strengthen cross‑functional alignment from Sales to Implementation to Success/Support/Product and embed best practice processes that scale. 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.
Who You Are
* 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 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 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 organization.
* 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%
Team Leadership (People Management & Culture)
* 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 adherence to best practice, SOPs and wider IDEXX policies.
* Performance management of all team members.
Operational Leadership (Delivery, Capacity, Quality)
* 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 take action to address issues.
* Prepare reports and other information summarising work activities or prepare analyses 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
* 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)
* 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.
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’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.
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