Customer Training 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 Training Specialist is a cross-trained product expert who delivers hands-on training and enablement support across Instinct's full product suite — to both onboarding and active customers. You are part of a tightly coordinated team that operates as a single unit: shared ticketing, round-robin assignments, and a commitment to delivering a fluid, consistent experience regardless of which specialist shows up.

You do not own a single account or project. You are deployed where training is needed — whether that is a new hospital moving through onboarding, an active customer navigating a contact change, a team getting oriented to a newly released feature, or a post-upsell product tour. This flexibility is your strength, and you are expected to be fully interchangeable with your teammates.

You leverage Glyphic, HubSpot, and Claude to reference account history, preferences, and project context so every interaction feels informed and personal — even when you are stepping in without prior direct relationship. You are expected to travel frequently, and you build your work in a way that ensures your absence never disrupts the team.

What You'll Do 🛠️

Training Delivery

• Onboarding Training: Deliver product training to hospital teams at key milestones during the onboarding process — coordinating with the Onboarding Manager to ensure timing supports go-live readiness.
• Active Customer Training: Support active customers navigating contact changes, new feature releases, post-upsell product tours, or areas of low adoption identified through the CS or Enablement team.
• Cross-Product Fluency: Maintain current, confident training capability across Instinct's full product suite — keeping pace with releases and updates as they ship.
• Flexible Deployment: Operate as a shared resource across the team — picking up new training assignments from the shared queue, adapting quickly to new accounts, and delivering consistent quality without needing extended ramp time.

Account Intelligence & Preparation

• Pre-Session Research: Before each engagement, use Glyphic, HubSpot, and Claude to review relevant account notes, workflow preferences, prior training history, and any context that allows you to show up informed.
• Contextual Delivery: Tailor each training session to the specific hospital — referencing their workflows, product configuration, and team dynamics rather than delivering a generic walkthrough.
• Session Documentation: Log training outcomes, follow-up items, and customer feedback in HubSpot and Glyphic after each engagement, ensuring teammates and account owners have full visibility.

Team Coordination & Travel

• Shared Team Model: Operate within the team's shared ticketing and assignment system — taking on new work, communicating capacity, and maintaining coverage standards that keep SLAs intact.
• Travel: Travel frequently to deliver on-site training — building relationships with hospital teams and delivering sessions in-person where context and environment make it more effective.
• Continuity: Structure your ongoing work so that any teammate can step in during travel without disruption — documenting, communicating, and organizing to support team continuity.
• Feedback Loop: Bring patterns, product gaps, and customer feedback back to the Training and Enablement Director and Enablement team to inform content development and product roadmap conversations.

Who You Are 🐱‍💻

Must Haves:

• Veterinary Practice Experience: Required. You have worked in a veterinary hospital and understand how clinical teams operate, communicate, and adopt new tools.
• Instinct Software Experience: Strongly preferred. Prior experience using or training on Instinct products significantly accelerates your effectiveness.
• Customer-Facing Training or Education: 1–3 years delivering product training, clinical education, or customer enablement in a fast-paced environment.
• CRM & Call Intelligence Tools: Comfortable working in HubSpot and using call intelligence tools (e.g., Glyphic) to prep for and document customer sessions.
• Travel Availability: Able and willing to travel frequently — typically multiple trips per month — without disruption to team operations.

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 - $70,000. 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