Onboarding Specialist

Digitail is an all-in-one, cloud-based practice management software that allows you to run your entire veterinary practice with one single tool. They are replacing the need for multiple, disconnected tools. Digitail simplifies the entire patient journey, making it faster, easier, and more modern. They replace the patchwork of legacy systems most clinics still rely on with one connected platform covering scheduling, medical records, invoicing, inventory, client communication, wellness plans and a pet parent app. What sets Digitail apart is that AI is built into the foundation, not bolted on. The platform now includes 20+ AI workflows, from AI dictation and automated SOAP notes to intelligent patient intake and the Tails AI Practice Manager, which save clinics up to 70 minutes per vet per day. The mission is simple: keep veterinary teams away from the computer, help them see more patients, and get them home on time. Digitail helps teams work smarter, see up to 2× more patients per day, and finally get home on time. With a fleet of 15+ AI Agents, 30+ integrations, and a connected Pet Parent App, Digitail saves clinics 50+ hours a month in administrative work. HighlightsRated #1 in veterinary practice management software by its user baseFounded in 2018 by Sebastian Gabor & Ruxandra Pui, named to Forbes 30 Under 30 Europe (2023)Headquartered in Toronto, with a fully remote team across North America and Europe$37M+ raised from Five Elms Capital, Atomico, Partech, byFounders, and Gradient Ventures (Google’s AI fund)10,000+ veterinary professionals and 3M+ pet parents on the platformMore than doubled its customer base in the 12 months before the Series BRecent integrations with Trupanion, iVET360, CDMV and Midwest Veterinary SupplyTheir AI-powered veterinary assistant automates SOAP notes, patient summaries, treatment planning, patient intake, etc.15+ AI agents and 30+ integrations in a single platform; Innovator of the Year, Tekpon Awards 2024Go-to-market led by CRO Daniella Bellaire, previously Head of Sales at ShopifyStrong internal mobility: many team members start in onboarding and grow into other roles across the company About the Role Switching practice management systems is one of the biggest operational lifts a clinic will ever take on. Many of the clinics coming to Digitail have been on the same system for 20+ years, and getting them live on a new platform takes real clinic knowledge, careful project management and a calm, steady presence on go-live day. As an Onboarding Specialist, you’ll be the main point of contact for independent clinics switching from a legacy PIMS to Digitail, guiding them from kickoff to go-live and a few weeks beyond. You’ll be the fifth member of a four-person onboarding team, with a clear path into training, customer success, and other roles at Digitail. Please note: this role is fully remote for candidates based in the US, with less than 10% travel for occasional on-site go-lives and conferences. Clinic Onboarding & Project Management:Own a portfolio of 30–40 migrating clinics at any given time, each on an average three-month onboarding timelineLead kickoff meetings to plan the project, set the timeline and align on what success looks like for each clinicKeep clinics moving forward, holding them accountable to milestones and driving toward go-liveManage competing priorities across multiple clinics at different stages without anything slippingSetup & Data Migration:Partner with each clinic to get their information, workflows and clinic-specific settings configured in DigitailApply your clinic knowledge to recommend setups that reflect how a well-run hospital actually worksStay close to the data migration team’s work and act as the liaison between the clinic and the data team when neededPrepare hardware and equipment (printers and more) so clinics are fully ready for launchMigration & Training:Stay close to the data migration process and act as the liaison between the clinic and the data teamPartner with the training team as clinics move into group trainingTroubleshoot issues along the way, escalating to the right team when neededGo-Live & Post-Launch Support:Support clinics on go-live day, staying on call via video to answer questions in real timeOccasionally travel on-site for go-lives when clinics opt for in-person supportHold each clinic for four weeks after launch to make sure they’re set up for long-term successHand clinics over to Customer Success with the context they need to keep the relationship strongCross-functional Collaboration:Work closely with the training team as clinics move through group training sessionsShare feedback from the field with product, training and customer success teamsContribute to team KPIs, including customer satisfaction, time to go-live and early churnHelp shape and improve the onboarding process as Digitail scales About You You’ve spent real time in a veterinary hospital, and you know how the front desk, the treatment floor and the back office all fit together. You’ve also stepped outside the clinic at some point, whether in an admin, support or onboarding role, or through additional education, so juggling multiple projects at once feels natural. You’re organized, patient with people going through a big change, and genuinely excited about helping clinics run better. 3+ years of experience in a full-service veterinary hospital, beyond a front desk role (practice manager, hospital manager, veterinary technician, or similar)At least one role outside of a clinic setting, such as administration, customer support, onboarding or implementationStrong project management skills, with a track record of managing many moving pieces at onceA solid understanding of clinic workflows across departments, and what separates a good workflow from a bad oneClear, confident communication with clinic teams over video and phoneComfort with technology and learning new software quicklyBased in an eligible US state Bonus:RVT, LVT or CVT certificationExperience going through a PIMS conversion, either from the hospital side or in an onboarding roleOnboarding or implementation experience at another veterinary software companyProgression within a hospital (for example, CSR to vet tech to practice manager) The Extras that Matter What they’re building matters - it impacts the lives of real people and pets 🐶Comprehensive health coverage with generous PTOFully remote, with less than 10% travelA structured eight-week ramp: you’ll go through Digitail’s training as a clinic would, get paired with a “Digibuddy,” then move from role play to shadowing to leading calls at your own paceReal growth opportunity, with many team members starting in onboarding and moving into other roles across DigitailThe chance to join a Series B company that’s doubling its customer base and setting the pace for AI in veterinary careA modern AI-powered outbound stackYearly budget for learning and growth opportunitiesCompetitive compensation & equity - designed to provide you with financial security Compensation:Base Salary: $70,000 - $85,000 USD