Customer Implementation 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 Implementation Specialist is a heads-down expert responsible for all data work that enables new hospitals to go live on Instinct. This role exists to move data projects forward with speed and precision — ensuring accurate migration of patient and hospital records, coordinating closely with the Medical Review and Data Migration teams, and meeting the turnaround SLAs that keep onboarding timelines on track.

Because this is your singular focus, you will move faster and more accurately than in any generalist onboarding role. You take pride in getting the details right — and you think about how technology can make that work better, safer, and more efficient. Patient safety is always top of mind: the data you work with goes directly into clinical environments, and you treat that responsibility seriously.

This is not a heavily customer-facing role. Most of your work is internal and collaborative with cross-functional teams. Occasional calls where it makes sense to hear information first-hand directly from the customer are part of the role, but regular customer-facing engagement and travel are not expected.

What You'll Do 🛠️

Data Project Execution

• Data Migration: Own the preparation, mapping, validation, and migration of customer data — including patient records, inventory, templates, and historical information — in coordination with the Data Migration team.
• Accuracy & Quality Control: Conduct rigorous review and validation of all data before it enters Instinct's system, ensuring integrity and clinical accuracy.
• SLA Adherence: Manage your own project queue to consistently meet defined turnaround time SLAs, proactively communicating risks or blockers before they impact the broader onboarding timeline.
• Patient Safety: Apply a patient-safety-first lens to all data work — flagging inconsistencies, potential errors, or clinical data concerns before they reach the live environment.

• Medical Review Team: Work directly with the Medical Review team on data that requires clinical validation, coordinating efficiently to maintain SLA commitments.
• Onboarding Manager: Keep the assigned Onboarding Manager informed on data project status, timelines, and any issues that may affect the overall go-live plan.
• Data Migration Team: Coordinate with the Data Migration team on technical aspects of data transfer, format requirements, and system compatibility.

Technology & Process Improvement

• Technology Leverage: Actively identify and adopt tools, automation, and AI-assisted workflows that improve speed, accuracy, or capacity in your data work.
• Process Feedback: Surface recurring patterns, edge cases, and process gaps to the Director, Implementation to help the broader team improve over time.

Who You Are 🐱‍💻

• Data Entry or Migration Experience: 1–3 years of experience working with structured data entry, data migration, or database management — preferably in healthcare, veterinary, or SaaS environments.
• Veterinary or Clinical Familiarity: Familiarity with veterinary or clinical data types (patient records, medical templates, inventory) strongly preferred.
• Attention to Detail: Demonstrated track record of accurate, high-quality data work with low error rates.
• Technology Comfort: Comfortable learning new software platforms and tools, and motivated to leverage automation and AI where appropriate.
• Organized & Self-Directed: Able to manage a queue of concurrent data projects independently, prioritizing effectively to meet SLAs.

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 - $80,000. 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