Customer Training Specialist

About Instinct Science

Instinct Science leads veterinary innovation by offering an integrated suite of professional tools including easy-to-use veterinary practice software (Instinct EMR), educational resources (Clinician's Brief), clinical and pharmaceutical decision aids (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). This ecosystem supports veterinarians throughout their careers.

The company culture is rooted in compassion and guided by U.C.A.R.E. values focusing on speed, customer centricity, kindness, and high standards.

Role Overview

As a fully remote Customer Training Specialist, you will be a versatile product expert responsible for delivering practical training and support across Instinct's full product range to both new and existing customers. Operating within a collaborative team environment with shared responsibilities and ticketing systems, you ensure a smooth and consistent training experience regardless of which specialist interacts with the client. You will frequently travel to provide on-site sessions and maintain workflows that guarantee seamless team operations during absences.

Key Responsibilities

• Present onboarding training at crucial milestones to prepare hospital teams for go-live alongside the Onboarding Manager.
• Provide training for existing customers dealing with contact changes, new product features, post-sale product introductions, or low adoption issues identified by Customer Success or Enablement teams.
• Maintain current expertise across all Instinct products, staying updated on feature releases and improvements.
• Adapt flexibly to training assignments from the shared queue, quickly familiarizing with new accounts to deliver quality sessions without extensive ramp-up time.
• Conduct thorough pre-session research using Glyphic, HubSpot, and Claude to gather account history, preferences, and previous training context to personalize each engagement.
• Customize training based on client workflows, configurations, and team dynamics rather than generic presentations.
• Document training results, action points, and customer feedback accurately in relevant platforms for team visibility.
• Collaborate within the team's shared assignment system to maintain workload balance, communicate availability, and uphold service level agreements.
• Travel frequently to conduct in-person training sessions that foster stronger client relationships and situational learning.
• Organize work to ensure any team member can seamlessly cover for you during travel through thorough documentation and communication.
• Communicate patterns, product limitations, and customer feedback to leadership for training content and product roadmap improvements.

Candidate Profile

• Experience working in a veterinary hospital environment, with solid understanding of clinical teams' workflows and tool adoption challenges.
• Familiarity with Instinct software products is highly advantageous, enabling a quicker ramp-up.
• One to three years of experience in customer-facing training, clinical education, or enablement roles in fast-moving settings.
• Proficiency in CRM platforms like HubSpot and call intelligence tools such as Glyphic to prepare for and document training sessions.
• Willingness and ability to travel regularly multiple times per month without impacting team coverage.

Compensation and Benefits

The salary ranges from $55,000 to $70,000 annually, depending on skills and experience. Additional benefits include competitive medical, dental, and vision coverage, 401K with company matching, a flexible work environment including Flow State Fridays, generous stipends for personal well-being, and paid team retreats.

Diversity and Inclusion

Instinct is an equal opportunity employer that promotes a respectful, harassment-free workplace regardless of race, gender, sexual orientation, religion, disability, or veteran status. Accommodation requests during hiring can be directed to the recruiting team.