Customer Onboarding Manager

About Nectar

Nectar is on a mission to provide quality health care for pets through modernized veterinary technology. Our team combines the country’s top engineering and business leaders together with people with real in-clinic veterinary experience. Today's veterinary clinic tools are outdated and challenging to use – our AI-native, all-in-one cloud based system completely transforms the traditional workflows of a clinic to give time back for focusing on high-quality veterinary care and building lasting client relationships instead of administrative tasks.

We've already grown to be the largest independently-owned veterinary practice management system in North America, and pride ourselves in providing a truly white-glove experience for hundreds of clinics.

The Role

The Onboarding Manager delivers a true white glove experience for every Nectar customer, from the moment they sign through the day they go live. You are responsible for the full end-to-end process and successful adoption of the product, from data migration, to training, to environment setup, and post go-live support. You'll be the dedicated manager for dozens of clinics and work closely with Customer Support, Sales, Product, and Engineering to drive scalable improvements to our onboarding offering, including developing self-serve training resources, building data tools, and filing product design improvements.

This is a high-visibility role reporting directly to the Director of Customer Success. We're looking for someone who has experience as a top-performing practice manager of a well-organized, innovative veterinary hospital, and is hungry to make a larger positive impact on the industry with the workflow knowledge and people management skills they have gained. This person is has the attention to detail, time management, and problem-solving of a great veterinary practice manager and the hunger, resourcefulness, and self-starter energy of a top sales performer: someone we can coach quickly on our product and processes, but who brings their own ambition and grit to making every customer feel personally taken care of from day one.

Job Details

Job type: Full-time

Location: Remote, with occasional travel required for VIP customer go-lives and occasional team or industry events.

Where You'll Make an Impact

• Deliver a white glove, high touch onboarding experience for every customer, starting the moment the contract is signed and continuing through a successful go live
• Ensure customers are set up accurately and able to realize the value of their investment on day one
• Bring deep workflow expertise of various legacy systems and clinic roles to tailor staff training for a successful transition to Nectar
• Develop and maintain comprehensive project plans, timelines, and deliverables so nothing falls through the cracks between signing and go live
• Provide guidance and expertise on best practices for software implementation, data migration, system configuration, hands-on staff training, and veterinary practice management
• Proactively identify, escalate, and mitigate project risks to minimize disruption and protect the white glove experience through go live
• Collaborate with Product, Design, Data, and Engineering to relay client feedback and insights, driving continuous product improvement
• Identify, architect, and deliver operational process improvements and self-serve resources that make the onboarding process more scalable and reliable
• Regularly innovate on new onboarding flows based on new customer segments that are opened to Nectar - including enterprise groups, startup clinics, mobile clinics, emergency clinics, custom onboardings, etc.

You'll Be Successful If You Have

• A customer-first, concierge level mindset: genuine care for making every customer feel like their onboarding is being personally handled, with exceptional relationship-building skills
• Extreme time management efficiency: able to coordinate multiple time-sensitive efforts across the organization to keep a white glove experience on track from signing to go live, ability to context switch and juggle multiple priorities
• Excellent written and verbal communication with customers, internal team, and managers
• Impeccable attention to detail: checks all work for errors, doesn't let important details or tasks slip, stays highly organized while multitasking, and can handle sensitive information responsibly
• A self-starting nature with hunger to innovate on inefficient processes, develop scalable resources, problem-solve rather than just waiting to follow directions
• Adaptability: Ability to wear multiple hats outside the onboarding role scope, and be flexible to quickly shifting business needs, priorities, customer needs, and timelines
• The ability to remain calm under pressure: clearly communicate boundaries and expectations upfront, problem solve in tight timeframes, communicate calmly and stay organized in high pressure situations, people management skills - horizontal and cross-functional management
• The hunger and drive of a top sales performer: positive, ambitious, scrappy, resourceful, and motivated to always grow and improve

Must Haves

• 3-5+ years of veterinary practice management experience
• Onboarding, implementation, or B2B SaaS sales experience is a plus but not required. We'll train you on the product and our process
• Tech savviness - ability to learn new technology quickly while upskilling on Nectar’s software and tooling suite
• Very process-oriented – intuitively breaks down problems in terms of timelines, tasks, owners, and communication
• A genuine passion for delivering white glove, high touch service and making customers feel taken care of at every step
• A self-starter with the drive and hunger of a top sales performer: someone who takes ownership without needing to be pushed
• Impeccable attention to detail, strong time management, and the ability to stay focused and composed under pressure
• Ability to work some nights and weekends as needed to support customer go-live dates, and to travel occasionally

Intrinsics

• Self-starter: drive and ambition to compete with yourself
• Fast learner: resourceful, curious, and a good listener, easily coached on new content and tools
• Organized: detail-oriented, process-oriented, accountable, communicative
• Empathetic: high emotional intelligence and strong communication with customers
• Resilient: handles pressure and setbacks well, staying focused under stress
• Growth-motivated: fast learning with two-way feedback
• Adaptive: lays aside ego, works well as a team, and adapts quickly to changing priorities and business needs