Nest Veterinary

Implementation Specialist

• Own the launch. You'll serve as project lead for new hospital onboarding — driving timelines, managing deliverables, and co-leading rollouts alongside Hospital Success Managers to ensure a seamless, coordinated experience for every practice.
• Prepare hospital teams to succeed with care plans from day one. You'll deliver training sessions that equip veterinary staff with the knowledge, confidence, and workflows they need to successfully introduce care plans as part of their practice offerings — making the transition feel natural, not disruptive.
• Execute the behind-the-scenes work that makes launches run smoothly. You'll manage scheduling, resource allocation, and communication flow; confirm all readiness checkpoints before go-live; and align internal teams, vendors, and hospital staff so nothing falls through the cracks.
• Be the checkpoint owner. You'll conduct readiness reviews to verify integrations, configurations, and systems are launch-ready; coordinate with Engineering, clients, and Support on any outstanding requirements; and document all technical and logistical sign-offs for a clean handoff.
• Your work doesn't end at launch. You'll partner with Hospital Success Managers throughout the onboarding lifecycle, support a smooth transition to the ongoing support team, and bring post-launch insights back to Product, Engineering, and Hospital Success to continuously improve the process.

Customer Support

• Lead from the front. You’ll manage and support Customer Support Associates, run daily and weekly check-ins, provide real-time coaching, and ensure the team is consistently delivering high-quality, customer-first support.
• Own the day-to-day. You’ll oversee ticket queues across channels (email, chat, phone), ensure SLAs are met, manage escalations, and step in when needed to maintain service levels.
• Make it better every week. You’ll identify trends in support tickets, uncover root causes, and implement process improvements that reduce volume, improve response times, and enhance the overall customer experience.
• Be the bridge. You’ll partner with Product and Engineering on bugs and usability issues, align with Hospital Success on customer needs, and ensure feedback from the front lines is consistently shared and acted on.
• Know the numbers. You’ll track key support metrics (CSAT, response time, resolution time, ticket trends), report on performance, and use data to drive decisions and improvements.

Customer Support Team Lead

Account Manager

• Manage and grow relationships across a portfolio of partner hospitals while serving as a trusted resource for client success, engagement, and long-term partnership growth
• This role is focused on proactively supporting clients through strategic touchpoints, customer-facing processes, performance reporting, and relationship management that drive engagement, encourage plan growth, and remove roadblocks to success
• The position also contributes to building scalable client success initiatives and operational processes that support Nest’s continued growth
• Drive insights that lead to action
• Analyze client trends, engagement patterns, and initiative performance to identify opportunities for growth, improved adoption, and stronger client outcomes
• Translate data into clear, actionable recommendations and scalable processes that support continuous improvement across the customer experience
• Work closely with Hospital Success on onboarding and lifecycle support
• Partner with Product and Engineering on bugs and usability issues
• Support Sales with customer readiness, renewals, and testimonials
• Contribute to a high-performing customer experience environment with opportunities to grow into future leadership responsibilities
• Support a culture of accountability, collaboration, and customer-first thinking while helping improve processes, strengthen client relationships, and drive team success across the organization

Implementation Specialist

Customer Support Team Lead

Client Account Manager