Customer Training Specialist

About the 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

• 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

Benefits

• Supportive and caring work environment
• Transparent, open, honest, and empathic culture, both internally and externally
• Medical, dental and vision benefits and 401K with match
• Owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays
• Generous stipend that can be used for almost anything to allow you to bring your best self to work
• All-expense-paid time throughout the year together, including at our annual retreat

Pay

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.