Customer Onboarding Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main liaison for designated onboarding projects from the moment the contract is signed through to the go-live stage and the transition to the active Customer Success team.

• Develop, oversee, and enforce project plans that include clear milestones, dependencies, and accountability, aiming for go-live within the 8-week service level agreement (SLA).

• Proactively identify project risks and effectively escalate them to hospitals, the Team Lead, and internal teams.

• Coordinate the efforts of Implementation Specialists, Training Specialists, integration partners, and the Medical Review team.

• Serve as a trusted advisor to hospital leaders throughout the implementation process.

• Engage in communication with practice owners, medical directors, and hospital administrators.

• Facilitate workflow discovery and design sessions, converting clinical and operational processes into workflows configured in Instinct.

• Oversee lab, imaging, and pharmacy integrations to guarantee technical readiness.

• Maintain a strong understanding of Instinct's product capabilities and configuration options.

• Organize training to ensure it is correctly scoped, scheduled, and delivered prior to go-live.

• Manage multiple onboarding projects, ensuring that implementations remain on track, timely, and within scope.

⛳️ Requirements

• Required: Direct experience working in or closely with veterinary hospitals in clinical, operational, or administrative capacities.

• 2 to 4+ years of experience managing customer-facing implementation or onboarding projects, preferably within SaaS or health technology sectors.

• Strongly preferred: Familiarity with Instinct's configuration and workflow capabilities.

• Proven ability to manage relationships at various levels within a customer organization, including with executives.

• Comfortable coordinating software integrations, discussing data requirements, and engaging in configuration conversations.

• Capability to create and enforce project plans that include milestones, dependencies, and accountability measures.

• Proficient in coordinating integrations, training, and multiple internal workstreams.

• Possess strong consultative communication skills and an executive presence.

• Demonstrated technical aptitude.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• 401K plan with employer match.

• Flexible work arrangements similar to an owner’s autonomy regarding work and time-off.

• Opportunities for innovation and designated Flow State Fridays.

• Generous stipend available for various uses.

• All-expense-paid team gatherings throughout the year.

• Annual retreat for team bonding.

• A supportive and caring workplace environment.