VP of Customer Care - remote

Instinct Science is a growing Philadelphia-based animal health company working on a unique technology solution for state-of-the-art veterinary hospitals. 

We are seeking a VP of Customer Care who is looking for a new career opportunity leading and scaling a team of support and sales professionals. The ideal candidate will fill a critical leadership role at Instinct, bringing individual coaching and sales/support team scaling experience to our growing organization.

The Instinct team is fully distributed, thus geographic location isn’t important as long as you can overlap with our regular business hours (Mon-Fri 8-5 ET). Because of our customer base, the individual must be willing to help accommodate our 24/7/365 customer care experience. 

You will join Instinct as a leader alongside our VP of Product Operations and VP of Engineering. You will be dedicated to and responsible for our entire Customer Care team which is made of uniquely experienced and caring sales professionals, veterinarians, veterinary nurses, veterinary students, front desk employees, and hospital managers. The ideal candidate is people and process-oriented, a model communicator, responsible, caring, patient, detail-oriented, positive in attitude, embraces a collegial leadership style, and is a proven people grower.  

You should also be excited to learn to sell, teach, train, and support Instinct hospitals and their staff, as well as strategically improve Instinct’s sales and support processes for long-term growth. This role will find you leading and working with our sales and support team, providing high-quality customer care to all our prospective, new, and existing Instinct customers. The ideal candidate will also embrace a role as a company evangelist, providing a respected outward face for industry presentations, relationships, and brand awareness.

This position will require a regular travel schedule (pandemic-pending) where you will spend up to 25-50% of your time traveling for sales/marketing purposes and to customer locations embedded with our customer care team, observing, coaching, and helping support/consult with our valued customers.

* At least 6 years experience leading, managing, scaling, and growing teams

* Excellent people skills with excitement for management

* Exceptional written and verbal communication skills

* Experience with customer support and business development activities

* Experience with public speaking and writing (modern writing/presenting/communication)

* Ability to problem solve and make sound decisions under pressure

* Ability to work efficiently from home as part of a distributed team

* Ability to travel frequently, as needed

* Ability to have flexible working hours that will include sharing responsibility and backup for nights, weekends, and holidays

* Basic modern software tool proficiency: G-Suite, Gmail, Google Drive, Google Docs, Spreadsheets, and more

* Software sales and support experience

* Veterinary specialty hospital or veterinary hospital management experience

* Understanding of veterinary terminology and basic veterinary medical knowledge

* Experience using Instinct

The Instinct team consists of a unique mix of veterinary and technology experts who offer years of experience developing and commercializing point-of-care software for the veterinary industry. 

Instinct fosters a diverse, inclusive, transparent, professional, and fun work environment. As a fully distributed team, we value teammates with strong communication and organizational skills. We’re building a company that reflects our care for every individual, treating each team member well by going out of our way to help one another in the short-term and pushing for growth in the long-term. 

A major part of this role will have you working side-by-side with our customer support and sales team implementing Instinct for the hospitals we serve. Your contributions and leadership will greatly shape the workflows for some of the most advanced veterinary centers on the planet.

Salary and Benefits Highlights 🌞

Learn More About Us 👓
https://www.instinct.vet - Corporate website

https://pickthebrain.instinct.vet - Our new blog called Pick the Brain that has articles that will help you understand a little more about how we engage and help our customers—besides writing awesome software.

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Our project is supported by the Ben Franklin Technology Partners of Southeastern PA, an initiative of the Pennsylvania Department of Community and Economic Development funded by the Ben Franklin Technology Development Authority.

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.