Lead, coach, and develop a team of 5+ Onboarding Specialists, driving accountability and a high standard of client delivery Own the overall implementation strategy and lifecycle—from project planning frameworks to go-live execution Serve as the escalation point and key liaison between veterinary clinics and internal teams, ensuring a seamless and consultative onboarding experience Define team-wide project goals, success metrics, and delivery standards aligned with client needs and business priorities Guide clinics through complex migrations of existing workflows onto a new platform, providing both strategic direction and hands-on support where needed Build, refine, and scale project management processes, templates, and tooling used across the team Oversee training delivery and support your team in troubleshooting configuration, data imports, and integrations Maintain clear, executive-level communication with internal stakeholders and client leadership to ensure transparency and alignment Partner with Product and Engineering to influence the implementation workflow and champion the needs of clients and your team