Onboarding Specialist, Vet Success

Location: Remote (US-based). Full time. Reports to the Head of Customer Success and Sales. Travel to 10-15 veterinary conferences a year (up to about 30%).

Every day, pet owners walk out of a vet's office having just said no to a treatment their pet needed, not because they didn't care, but because they couldn't afford it. Pawlicy Advisor exists to eliminate this problem. Pawlicy Advisor is a profitable venture-backed startup building the infrastructure that connects pet owners to the right financial protection for their pets, starting with the most trusted pet insurance marketplace in the US, distributed through thousands of veterinary practices nationwide. We help pet owners make better financial decisions for their pets. The company has delivered over 1 million unique quotes, has raised $19M+, has found product-market fit, and is now scaling.

Every week, new clinics sign up to partner with Pawlicy. Your job is to turn those signups into active partners who recommend us to pet parents. You'll own new partners from their first day, you're the voice they hear first, the person who gets them set up, and the one who makes sure the partnership takes off.

This is a phone-first, high-volume call role: you will make >40 calls a day. You will own and build relationships throughout onboarding. The role requires organization and follow-through as much as warmth and personality.

• →Conduct 200+ phone conversations every week 
• →Run live onboarding calls with every new partner within its first 30 days.
• →Respond to veterinary teams with follow-up emails and calls same day 
• →Maintain daily, up-to-date records in the internal CRM system
• →Travel to veterinary conferences several times a year to work our booth, meet clinic teams in person, and kick off onboarding for the clinics that sign up.
• →Get partners activated: accounts set up, teams trained, materials in use, and customers engaging.
• →Introduce our integrated partner program to eligible partners, and guide the interested ones through setup and go-live.
• →Keep clean records in Custify and Pipedrive so the team always knows where each account stands.
• →Stay with accounts that need extra support. Hand off accounts off to a strong start to our Customer Success team.
• →Spot patterns in what new partners struggle with and bring them back to the team so we can fix them.

• Every new partner in your book gets a live call by day 30.
• Your cohorts hit our activation benchmarks by day 90.
• Eligible partners in your book are moving onto the integrated program.

• 2+ years in a role where you handled 40+ calls a day: customer onboarding, recruiting, customer success, customer support, SDR, BDR, inside sales or a vet hospital CSR running callbacks. You enjoy being on the phone most of every day, and see direct communication as a way to get things done. 
• Comfortable building relationships on the phone and capable of building rapport in the first minute with a busy counterparty. 
• Organization at volume. You can juggle hundreds of accounts at different stages without anything slipping.
• Comfort with a light, helpful upsell. You recommend the next step because it's good for the customer.
• Comfort working in client management tools, whether that's a CRM, a customer success platform or a practice management system.
• Able to travel to 10-15 conferences a year, typically 2 to 4 days each. You're comfortable meeting people face to face at a busy booth.
• You work well remotely and set your own rhythm.
• Legally authorized to work in the United States without sponsorship.
• Must be based in the USA.

• Onboarding or implementation experience with customers, clients or patients.
• Experience upselling or recommending products or services.
• Veterinary clinic experience, preference CVT/RVT or practice management
• Experience working trade shows, conferences or in-person events.
• Familiarity with pet insurance, or with Custify, Pipedrive or Aircall.