Implementation Program Coordinator

About the role: As an Implementation Program Coordinator, VMG, you will be dedicated to overseeing the onboarding projects for all Veterinary Management Group (VMG) accounts. You will serve as a key partner to these independent-owned practices to ensure onboarding projects stay on track and progress smoothly. You will work cross-functionally with Implementation Managers and Specialists to ensure clinics are onboarded according to standardized workflows, timelines, and expectations. This role is critical for continuous improvement—soliciting feedback from internal teams and VMG partners, identifying pain points, and refining processes to deliver a consistent, high-quality onboarding experience. Ideal candidates bring strong communication, organization, and stakeholder-management skills, thrive in a fast-moving environment, and are motivated by creating clarity, driving alignment, and improving outcomes for our VMG partners. This is a 100% remote contract position, based in Latin America (including Central America), with availability aligned to North American business hours, as agreed per engagement. Contractors must provide their own equipment (laptop, monitors, keyboard, mouse, etc.), maintain stable internet connectivity, and work from a professional, dedicated workstation. Contractors will assist customers across North America. Fluency in English (both written and spoken) is required for this role. To apply for the role, please submit your resume in English that highlights your qualifications. Tasks:

• Serve as the primary partner to VMG practices, ensuring onboarding is properly sequenced and executed on time
• Coordinate with Implementation teams to ensure standardized workflows are followed and blockers are quickly resolved
• Maintain clear visibility, proactively communicating updates, risks, and delays to internal and external stakeholders
• Anticipate issues, escalate appropriately, and implement contingency plans, including monitoring VMG Group health for intervention
• Gather and synthesize feedback to identify process gaps and improvement opportunities
• Facilitate regular working sessions to refine onboarding workflows and enhance the VMG partner experience
• Drive cross-team alignment by clarifying expectations and resolving conflicting priorities
• Track success metrics, analyze performance trends, and provide accurate, timely reporting for process improvement and alignment

Requirements:

• 2+ years of experience in SaaS implementation, program management, project management, or customer success (experience working with a consortium or group of independent accounts preferred)
• Strong ability to influence and collaborate with cross-functional teams and external partners
• Excellent relationship-building skills and a people-centered approach
• Experience with Salesforce, Zendesk, Totango, or similar systems
• Background in veterinary technology, software implementation, or project management preferred
• Exceptional written and verbal communication skills, with the ability to communicate in a timely, clear, and concise manner
• Strong organizational skills and comfort working in a dynamic environment with shifting priorities and multiple concurrent workstreams