Onboarding Manager

About Shepherd Veterinary Solutions

Shepherd Veterinary Solutions represents one of the fastest-growing veterinary practice management software providers in the United States. Our mission focuses on simplifying the operation of veterinary practices by empowering veterinarians and their teams, helping them reignite their passion for veterinary medicine. This success has been driven by a strong product, exceptional team members, and a unique cultural commitment.

Position Overview: Onboarding Manager

As the Onboarding Manager, you will lead the team responsible for implementing Shepherd's innovative software into veterinary practices. Your leadership will directly impact the success of our users—veterinarians and their teams—helping them reduce stress and increase their ability to deliver care effectively.

Key Responsibilities

• Lead and manage the Onboarding Account Management team catering to both multi-site and single-site veterinary accounts, ensuring a smooth onboarding experience onto Shepherd’s platform.
• Design and build a scalable onboarding system by creating onboarding tools, content, and standard operating procedures to support Shepherd’s growth trajectory.
• Utilize your knowledge of the veterinary field to develop support structures for your team and clients throughout the onboarding process.
• Collaborate closely with data migration and product teams to relay user feedback for ongoing improvements in our product and onboarding procedure.
• Establish and monitor key performance indicators (KPIs) aimed at enhancing operational efficiency and minimizing onboarding costs.

Candidate Requirements

• A minimum of three years’ experience in managing people and fostering high-performing teams.
• Prior experience as a practice manager within a veterinary setting, with a solid understanding of practice operations.
• Proven success in customer support and retention within a B2B SaaS subscription framework.
• Demonstrated capability to guide a customer’s experience through the implementation of a SaaS application.
• Strong proficiency in analytics and creating dashboards for performance measurement.

Benefits and Work Environment

• A competitive compensation package and comprehensive benefits.
• A diverse role offering significant responsibility, autonomy, and professional growth opportunities.
• A modern workspace staffed by committed and motivated colleagues.
• An organizational culture grounded in collaboration, flexibility, and mutual respect.