Adoption Specialist

Remote
Full Time
Customer Experience
Mid Level

Meet Instinct 👋

Instinct Science is an animal health software company that helps the world’s leading veterinary practices enhance patient care, improve staff efficiency, and minimize burnout. Our easy-to-use platform acts as the nerve center for veterinarians, veterinary nurses, and support staff alike, fostering seamless collaboration across teams. With our January 2024 acquisition of VetMedux, a trusted education and point-of-care information company for veterinarians, Instinct has strengthened our commitment to delivering the mission-critical tools veterinary practices need to care for their patients at the highest level and with the best outcomes!

We’re fueled by compassion! Our team, our customers, and their patients and animal owners matter immensely to us. We put the Customer First; Act with Grace, Not Teeth; Do the Right Things for the Right Reasons; and know that Excellence is in our DNA. 

If these values speak to you, you might be a good fit for our Adoption Specialist role! 
 

A Sneak Peek of Your Role 🔭 

Adoption Specialists are dedicated to driving successful adoption of Instinct within a customer's first year. As the Adoption Specialist, you’ll guide customers through onboarding, lead initial training sessions, and partner with them throughout the year to deepen their use of Instinct. Your focus will be on helping customers adopt best practices, optimize workflows, and achieve their desired outcomes, ensuring they fully realize the value and ROI of Instinct’s products.

The Adoption Specialist provides Instinct customers with the knowledge and support they need for long-term success, delivering tailored training and best practices to boost engagement and adoption across Instinct’s features and products.

What You’ll Do 🐱‍💻

  • Deliver training curriculum and best practices to new customers using Instinct programs. 
  • Support initial customer onboarding by assisting with training sessions. 
  • Lead or assist virtual and on-site Go-Lives, providing hands-on training and real-time support for the first 1-2 days 
  • Offer ongoing support to existing customers through webinars on new features, refresher trainings, and office hours for workflow questions 
  • Build positive relationships with customers, acting as their advocate within Instinct throughout their first year
  • Collaborate with Education team to keep training materials, such as user guides, programs, articles, and videos, up-to-date
  • Provide additional support to Support team as need 

Who You Are 🐱‍💻

  • Must Haves:
    • Desire and availability to travel frequently throughout the United States and Canada
    • A deep understanding of customer needs and a commitment to helping them achieve their goals and realize the full potential of Instinct’s solutions. 
    • Comfortable with software and tech tools, with the ability to quickly learn Instinct’s features and explain them to customers in practical and relatable terms. 
    • Capable of using data to assess adoption metrics, identify gaps, and adjust strategies to increase engagement and satisfaction 
    • Strong collaborator both within customer experience,  as well as cross-functionally 
    • Essential for guiding customers through new workflows and supporting them during challenging transitions 
    • Skilled at navigating complex or unexpected challenges, offering clear, creative solutions to support customer needs situations
    • Effective in delivering clear, engaging training to individuals and small groups, adapting to varied learning styles for impactful sessions. 
    • Strong written and verbal communication skills 
  • Nice-to-Haves:
    • 2+ years experience in a veterinary hospital
    • Understanding of veterinary terminology and basic veterinary workflows
    • Familiarity with Instinct products, particularly EMR

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 Slow Fridays.
  • We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
  • We offer a rewarding employee stock plan so that you share in our success.
  • We provide all-expense-paid time throughout the year together, including at our annual retreat.

Base Compensation range for this role is $60,000 - $75,000

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 People team at [email protected]


 
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