Customer Training Specialist

Instinct Science • Doylestown, PA

5d • $55,000 - $70,000 • Remote

About The Position

The Customer Training Specialist is a cross-trained product expert who delivers hands-on training and enablement support across Instinct Science’s full product suite to onboarding and active customers. The role operates as part of a coordinated team using shared ticketing and round-robin assignments, with a focus on providing a consistent customer experience.

Rather than owning a single account or project, the specialist is deployed where training is needed, including during hospital onboarding, contact changes, feature releases, post-upsell product tours, and efforts to address low product adoption. The specialist uses Glyphic, HubSpot, and Claude to review account history and context, tailor training to each hospital, and document outcomes. Frequent travel for on-site training is expected, and work must be organized to ensure continuity during travel.

Requirements

• Experience working in a veterinary hospital and understanding how clinical teams operate, communicate, and adopt new tools.
• 1–3 years of experience delivering product training, clinical education, or customer enablement in a fast-paced environment.
• Comfort working in HubSpot and using call intelligence tools such as Glyphic to prepare for and document customer sessions.
• Ability and willingness to travel frequently, typically multiple trips per month, without disrupting team operations.

Nice To Haves

• Prior experience using or training on Instinct products.

Responsibilities

• Deliver product training to hospital teams at key onboarding milestones in coordination with the Onboarding Manager.
• Train active customers navigating contact changes, new feature releases, post-upsell product tours, or areas of low adoption.
• Maintain current training capability across Instinct’s full product suite and keep pace with product releases and updates.
• Take training assignments from the shared queue, adapt quickly to new accounts, and deliver consistent-quality sessions.
• Research account notes, workflow preferences, prior training history, and relevant customer context before each engagement using Glyphic, HubSpot, and Claude.
• Tailor training sessions to each hospital’s workflows, product configuration, and team dynamics.
• Document training outcomes, follow-up items, and customer feedback in HubSpot and Glyphic.
• Work within the shared ticketing and assignment system, communicate capacity, and maintain coverage standards and SLAs.
• Travel frequently to deliver on-site training and build relationships with hospital teams.
• Document, communicate, and organize ongoing work so teammates can provide coverage during travel.
• Share patterns, product gaps, and customer feedback with the Training and Enablement Director and Enablement team to inform content development and product roadmap discussions.

Benefits

• Medical, dental, and vision benefits.
• 401(k) with match.
• Flexible control over work and time off, including time to innovate and Flow State Fridays.
• A stipend that can be used for almost anything to support bringing your best self to work.
• All-expense-paid time together throughout the year, including an annual retreat.
• Supportive and caring work environment.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed