Onboarding Manager

Shepherd Veterinary Solutions; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits

Autonomy

Collaborative environment

Job summary

Shepherd Veterinary Solutions is seeking an Onboarding Manager to lead the onboarding team for our world-class veterinary practice management solution. You will drive the onboarding experience for multi-site and single-site clinics, ensuring a smooth transition to Shepherd’s software and sustained customer success.

You will partner with product and data teams to translate user feedback into ongoing process improvements, develop scalable onboarding content, and monitor KPIs to optimize efficiency

Qualifications

• 3+ years of direct people management experience.
• Experience as a practice manager at a veterinary practice.
• Track record of supporting customers in a B2B SaaS subscription business.
• Ability to implement SaaS solutions with strong customer experience focus.
• Advanced analytics and dashboard development skills.

Responsibilities

• Lead the onboarding account management team across multi-site and single-site accounts.
• Build scalable onboarding tools, content, and SOPs.
• Translate industry knowledge into support for team and users.
• Collaborate with data migration and product teams for feedback.
• Define KPIs to improve efficiency and reduce onboarding costs.

Skills

People management

SaaS onboarding

B2B SaaS

Analytics

Customer retention

Job description

Shepherd is the fastest-growing veterinary practice management software in the U.S. We're on a mission to simplify running a veterinary practice, empowering vets and their teams so that they can rekindle their joy of practicing veterinary medicine. Our success story is a testament to a powerful combination: a stellar product, exceptional people, and an unwavering commitment to our unique culture.

Position:

Onboarding Manager for the world’s greatest veterinary Practice Management Solution (Shepherd).

Your Mission:

Oversee the team that makes dreams come true. You will be the key driver of success for the team that helps bring our innovative software to life for the veterinary practices that need it. Use your experience and passion for the veterinary field to dramatically improve the lives of our users (veterinarians and their teams), enabling them to take home more stories and less stress.

What you will do:

• Manage the Onboarding Account Management team supporting multi-site and single site accounts, being accountable for the overall success and onboarding process onto Shepherd’s Software.
• Build a scalable engine that will power Shepherd through its next growth phase by defining and managing onboarding tools, content, and SOPs.
• Leverage your industry experience and knowledge into support mechanisms for your team members and end users as they embark on the onboarding journey.
• Work closely with the data migration and product teams to ensure user feedback is received for continuous product and process improvement.
• Develop and track consistent KPIs to improve operational efficiencies and decrease costs associated with onboarding.

What we are looking for:

• 3+ years of direct people management experience and building high-performing teams.
• Experience as a practice manager at a veterinary practice and a nuanced understanding of practice operations.
• Track record of supporting & retaining customers in a B2B SaaS subscription business
• Ability to successfully navigate the customer experience related to implementing a SaaS solution.
• Advanced understanding of analytics and dashboard development.

What we offer you:

• Competitive salary and benefits
• A multifaceted job with a high degree of responsibility, autonomy, and opportunity.
• A modern work environment with a dedicated and motivated team
• A work environment built on collaboration, flexibility, and respect