About the role:
The PiMS Coordinator role is designed to simplify the transition for active accounts moving between Practice Information Management Systems (PiMS) across PetDesk products. This position operates with a dual focus: acting as the lead technical liaison to unify the end-to-end switch cycle—thereby lowering internal friction and downtime—and assisting customers with integration adjustments and account reconfigurations. By consolidating technical execution and accountability, the Coordinator facilitates a more seamless, well-informed, and efficient transition for PetDesk clients during these vital software shifts.
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.
Consolidate ownership of the entire PiMS switch cycle for customers, acting as the single point of contact for technical switches.
Manage technical coordination within internal systems and lead the submission and monitoring of Zendesk and JIRA tickets.
Proactively communicate upcoming PiMS-specific changes and technical requirements to customers throughout the transition.
Execute post-switch validation and data integrity checks to ensure full system functionality and seamless transition for the customer.
Maintain clear accountability for the entire process, from initial ticket creation to final sync and status updates.
Partner cross-departmentally with Product, Support, Customer Success, and other teams to troubleshoot technical challenges.
Create and maintain comprehensive documentation of switch procedures, best practices, and common troubleshooting steps for internal reference.
1+ years of experience in a highly technical Customer Success, Implementation, or Technical Support role focused on software integration.
Proven proficiency in technical products to execute and verify system configurations, API connections, and data migration.
Direct experience with Practice Information Management Systems (PiMS) or complex third-party software integrations, including troubleshooting data synchronization.
Demonstrated ability to manage technical workflows, including submitting and monitoring tickets (e.g., JIRA) for cross-functional resolution.
Exceptional organizational skills and close attention to detail, capable of owning a complex, multi-stage technical process end-to-end.
Strong analytical and problem-solving skills to quickly diagnose root causes of technical and data-related failures post-launch.
Experience in the veterinary, pet care, or healthcare-adjacent industry is a plus.
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic's operations while strengthening pet care and client relationships.
Key team members
Michael Freeman
Alyssa Opella
Allison Rona
Robin Remich Stepowany
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