Customer Onboarding & Implementation Specialist

Customer Onboarding & Implementation Specialist

Onboarding is our biggest operational pain point right now. Every closed deal turns into implementation work: connecting integrations, configuring workflows, setting up the services a pharmacy wants to offer, and training its staff. The setup is complex, and as sales grow, the queue of pharmacies waiting to go live grows with it.

We need a specialist who knows how to take a new customer from signed contract to fully live, and who does it cleanly and consistently. You'll own a book of implementations end to end and handle the more complex setups. You'll also help turn what works into a repeatable process the rest of the onboarding team can follow.

Implementation & Setup

• Run new pharmacy implementations from kickoff to go-live against a clear timeline
• Configure the platform for each pharmacy's services, workflows, forms, and scheduling
• Coordinate integrations with each pharmacy's management system, state immunization registry, and eligibility tools, and troubleshoot connection issues
• Collect the information and access each pharmacy needs to provide, and follow up until it's in hand

Customer Kickoff & Training

• Lead kickoff calls that set expectations, owners, and next steps from day one
• Train pharmacists and staff on the workflows they'll use day to day, alongside the trainer
• Confirm each pharmacy can complete its core workflows on its own before handing it off

Handoff & Follow-Through

• Hand each live pharmacy off cleanly to the coach and support team, with notes on setup and open items
• Check in at set points after go-live to catch issues before they become support tickets
• Keep every implementation's status, blockers, and next step up to date in our tracking system

Process Improvement

• Document setup steps and recurring fixes so the onboarding team works from the same playbook
• Flag where implementations slow down and suggest fixes to the Customer Operations Manager
• Pass recurring customer issues and product gaps to the team

Required Qualifications

• 2+ years in customer onboarding, implementation, or technical account setup at a B2B software company
• Experience running several customer implementations at once, each with its own timeline
• Comfort configuring software and troubleshooting integration or setup issues without escalating every question
• Experience training non-technical users on software, live and over video
• Disciplined about keeping status, notes, and next steps current in a CRM or project tool
• Excellent written and spoken English
• Full availability during U.S. business hours

Preferred Qualifications

• Experience implementing healthcare software, such as pharmacy, EHR, practice management, or medical billing systems
• Familiarity with HIPAA and handling patient data
• Working knowledge of how pharmacies or clinics operate day to day
• Experience writing SOPs or onboarding documentation
• Spanish proficiency

Ideal Candidate Profile

You are:

• A finisher. An implementation isn't done until the customer is live and using it, and you chase every loose end to get there.
• Calm with technical problems. When an integration breaks, you dig in, test, and fix it instead of waiting on someone else.
• A patient teacher. You can walk a busy pharmacist through a new workflow without making them feel slow.
• Organized across many accounts. You keep several go-lives moving at once, and anyone can see where each one stands.
• Process-minded. When you solve something twice, you write it down so the team doesn't have to solve it a third time.

Why Join Us

• Real impact. Onboarding is the area we most need to get right, and you'll be central to fixing it.
• Growth path. As our customer base grows, so does the team. Strong performers can grow into implementation leadership.
• Meaningful work. Every pharmacy you bring live can offer more clinical care to its community.