Customer Implementation Specialist

Meet Instinct 👋

Instinct Science is at the forefront of veterinary innovation, comprised of world-class tools that have served our industry for decades: easy-to-use veterinary practice software (Instinct EMR), an essential resource for expanding your knowledge and skills (Clinician's Brief), clinical and pharmaceutical decision support (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers.

At Instinct Science, we believe in leading with compassion. Our team, our customers, and their patients and clients are the foundation of everything we do. Our culture is guided by our U.C.A.R.E. values: We move fast because our mission matters, we put customers at the center of every decision, and we treat each other with kindness and high standards.

A Sneak Peek of Your Role 🔭

This is a fully remote role.

The Customer Implementation Specialist supports the onboarding team by helping customers successfully launch Instinct. This role focuses on completing implementation and integration tasks, activating Instinct products, and ensuring onboarding projects stay on track. The Customer Implementation Specialist works with onboarding leads, product teams, and customers to remove friction, solve setup challenges, and contributes to delivering a smooth go-live experience.

What You'll Do 🛠️

• Serve as a primary point of contact for customers throughout the onboarding process specifically with integrations.
• Supports the Implementation Manager by completing hands-on implementation and integration tasks.
• Troubleshooting and resolve integration issues during customer go-live
• Complete implementation tasks using advanced Excel and Google Sheets skills, including data matching, validation, and complex functions.
• Partner with the Adoption Specialist and Implementation Manager with all onboarding integrations and other cross-functional teams to drive onboarding experience.
• Communicate clear status updates to customers and key stakeholders, keeping tasks organized and on track.
• Document and maintain onboarding and integration resources for internal teams and customer.
• Identify, escalate, and help resolve integration roadblocks during onboarding.
• Collaborate across teams to support customers and enable internal team success.

Who You Are 🐱‍💻

Must Haves:

• 1-2 years of project management experience or assistance with project management, preferably in a SaaS or veterinary-related environment
• Strong understanding of veterinary practices and challenges.
• Experience with Instinct software is highly preferred.
• Experience or knowledge with veterinary labs is highly desirable, but not required.
• Experience in managing change, partially in guiding customers through transitions to new systems or processes
• Experience in data proficiency with practical experience in Excel or Google Sheets

How Instinct will Care about YOU 🌞

• We offer a supportive and caring work environment.
• We are transparent, open, honest, and empathic, both internally and externally.
• We pay our team well.
• We offer medical, dental and vision benefits and 401K with match.
• We give our team owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

The compensation range for this role is $55,000 - $80,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience.

Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

If you require accommodations throughout any part of the pre-employment process, please contact our recruiting team at recruiting@instinct.vet