Customer Training Specialist

Instinct; United States; A distancia; USD 55.000 - 85.000; Jornada completa

Descripción de la vacante

Instinct is seeking a remote Customer Training Specialist to deliver hands-on training across our full product suite to onboarding and active customers. You will be part of a tightly coordinated team with shared ticketing and flexible deployment.

You leverage Glyphic, HubSpot, and Claude to tailor sessions, log outcomes, and travel frequently to healthcare sites. You are comfortable working independently within a remote team.

Formación

• Experience working in a veterinary hospital and understanding clinical workflows.
• Familiarity with Instinct software and a willingness to learn capabilities.

Responsabilidades

• Deliver hands-on training across Instinct's full product suite to onboarding and active customers.
• Coordinate with Onboarding Manager to support go-live readiness and ongoing training needs.
• Maintain cross-product fluency and adapt sessions for different hospital contexts.
• Document outcomes and customer feedback in HubSpot/Glyphic after each engagement.

Conocimientos

Veterinary practice experience

Instinct software experience

Herramientas

Glyphic

HubSpot

Claude

Descripción del empleo

Customer Training SpecialistRemoteFull TimeCustomer ExperienceEntry Level

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: