Customer Onboarding & Implementation Specialist

Location & Employment Details

Location: Remote
Schedule: Full-time, with full overlap with U.S. business hours
Reports to: Customer Operations Manager (being hired alongside this role); the Co-Founders until then
Works with: Three onboarding specialists, a trainer, and a customer coach

About the Company

We are a rapidly growing U.S.-based healthcare technology company building clinical documentation and billing software for community pharmacies. Our platform helps independent pharmacies deliver and get paid for clinical services such as medication therapy management, vaccinations, point-of-care testing, and pharmacist consultations. It plugs into the pharmacy systems, immunization registries, and eligibility tools they already use.

We're about two years old, founder-led, and our customer base grew significantly in 2026. We expect similar growth next year, and every pharmacy we sign has to be set up and brought live.

About the Role

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.

Key Responsibilities

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.

Customer Onboarding & Implementation Specialist - 21982