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Serve as the primary support contact for partner veterinary practices: respond to inbound requests via email/phone/chat, troubleshoot billing and platform issues, maintain support records, create self-serve content, escalate bugs to Product, and collaborate cross-functionally to improve the client experience.

Lead production support for a veterinary SaaS platform by triaging incidents, diagnosing issues across Flutter, FastAPI, gRPC, and legacy integrations, and driving permanent fixes. Build monitoring, alerting, diagnostic automation, ticket taxonomy, reporting, runbooks, and SLAs. Partner with Hospital Success and Engineering to resolve customer-impacting issues, identify recurring failure patterns, and communicate technical problems clearly to clinic staff and internal stakeholders.

Own internal FP&A, financial modeling, forecasting, budgeting, board reporting, fundraising analysis, unit economics, and KPI reporting. Build customer-facing EBITDA, pricing, revenue recognition, and proposal models for enterprise veterinary networks. Analyze portfolio performance and present financial insights to enterprise CFOs and internal leaders. Partner across Sales, Operations, Product, Engineering, and Finance while maintaining auditable models and reporting in BI tools.

Lead SaaS onboarding for veterinary hospitals from kickoff through go-live. Coordinate timelines, logistics, stakeholders, readiness checks, integrations, configurations, technical validation, and handoffs. Train hospital teams on care plan workflows and collaborate with Success, Engineering, Product, Support, and vendors to resolve launch requirements and improve implementation processes.