Onboarding Specialist – Vet Success

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

📋 Description

• Engage in over 200 phone conversations each week.

• Conduct live onboarding calls with every new partner within their initial 30 days.

• Provide timely follow-up emails and calls to veterinary teams on the same day.

• Keep daily, accurate records in the internal CRM system.

• Attend veterinary conferences multiple times a year to manage the booth, meet clinic teams face-to-face, and initiate onboarding for clinics that enroll.

• Activate partners by setting up accounts, training teams, utilizing materials, and encouraging customer engagement.

• Introduce the integrated partner program to eligible partners and assist interested partners through the setup process and go-live phase.

• Maintain clear records in Custify and Pipedrive to ensure the team is always aware of each account's status.

• Provide ongoing support for accounts needing extra assistance while transitioning well-performing accounts to the Customer Success team.

• Recognize patterns in challenges faced by new partners and present them to the team for enhancement.

• Report directly to the Head of Customer Success and Sales.

• Success metrics include conducting live calls for every new partner by day 30, achieving activation benchmarks by day 90, and moving eligible partners onto the integrated program.

⛳️ Requirements

• Minimum of 2 years in a position where you managed 40+ calls daily: customer onboarding, recruitment, customer success, customer support, SDR, BDR, inside sales, or as a CSR in a veterinary hospital.

• Skilled at establishing relationships over the phone and capable of building rapport within the first minute with a busy counterpart.

• Highly organized; able to manage hundreds of accounts at various stages without oversight.

• Comfortable with light, helpful upselling.

• Proficient in using client management tools, whether a CRM, customer success platform, or practice management system.

• Willing to travel to 10-15 conferences annually, typically lasting 2 to 4 days each.

• Comfortable engaging with individuals face-to-face at a bustling booth.

• Effective in remote work settings and able to establish your own workflow.

• Legally eligible to work in the United States without sponsorship.

• Must reside in the USA.

• Nice to have: experience in onboarding or implementation with customers, clients, or patients.

• Nice to have: experience in upselling or recommending products or services.

• Nice to have: experience in a veterinary clinic, preferably as a CVT/RVT or in practice management.

• Nice to have: experience working at trade shows, conferences, or in-person events.

• Nice to have: familiarity with pet insurance, Custify, Pipedrive, or Aircall.

🏝️ Benefits

• Bonus potential linked to onboarding performance.

• Startup equity grant.

• Comprehensive medical, dental, and vision insurance.

• Employer contributions to 401(k).

• Flexible vacation policy.

• Remote-first work environment within the United States.