ABOUT THE ROLEAs a Pharmacy Operations Specialist (PharmD), you will support health system customers through every stage of their journey with our AI-powered digital pharmacy platform - from kickoff and go-live through long-term adoption and growth. You'll bring deep pharmacy and pharmacy operations expertise throughout the implementation process, helping customers configure the platform to optimize their workflows and training their teams with confidence. Once customers are live, you'll shift into a customer success motion helping drive adoption and identifying opportunities to maximize value/ROI for our health system customers.
This role is ideal for a PharmD who has worked for a health system pharmacy or at a healthcare technology company supporting health system customers. You'll combine clinical and operational credibility with a structured, consultative approach across the entire customer journey.
WHAT YOU'LL DOImplementation Support
- Support implementations as the clinical and operational subject matter expert from contract signature through go-live and stabilization
- Facilitate discovery sessions with health system pharmacy teams to understand workflows, system configurations, and operational requirements, translating these into a tailored implementation plan
- Configure and validate the platform against customer-specific pharmacy workflows, formulary structures, and operational protocols
- Help deliver training to pharmacist and technician end-users, ensuring teams are confident and competent ahead of go-live
- Participate in customer onsites, virtual meetings, and calls
- Help prepare customer-facing materials including training guides, onboarding documentation, and go-live checklists
- Serve as the voice of the customer internally, channeling implementation feedback and insights to the Product team to inform the roadmap
Post-Go-Live Support
- Support the ongoing customer relationship after go-live, particularly with peer pharmacists, pharmacy technicians, and/or health system leadership
- Partner with Customer Success to maximize adoption and usage, proactively identifying customers who may need additional support, training, or re-engagement
- Support regular business reviews with health system pharmacy leadership to assess value realization, surface challenges, and align on goals
- Drive ongoing training and enablement initiatives to ensure teams are fully utilizing platform capabilities
- Help identify and pursue expansion opportunities - including additional use cases, user growth, and new departmental adoption - in partnership with the Sales, Customer Success, and Account Management teams
- Serve as the voice of the customer internally, channeling post-go-live feedback and insights to the Product team to inform the roadmap
Cross-Functional Collaboration & Process Improvement
- Collaborate closely with Product and Engineering teams to surface product recommendations, configuration limitations, and feature requests
- Document implementation and post-go-live learnings, workflow patterns, and customer feedback to help build scalable playbooks
- Provide internal enablement to support teams on pharmacy workflows, terminology, and best practices
- Contribute to the development and maintenance of implementation and CS templates and internal resources
WHAT WE'RE LOOKING FORRequired:
- PharmD or equivalent clinical background strongly preferred; deep understanding of health system pharmacy operations is required
- 3-5+ years of experience working for a health system pharmacy
- Experience using Epic or Cerner EHRs
- Proven ability to engage credibly with pharmacy leaders (e.g., Chief Pharmacy Officers, VPs/Directors of Pharmacy)
- Experience owning and nurturing customer relationships, including through business reviews, adoption tracking, and renewal support
- Strong project management and organizational skills - you keep things on track and follow through consistently
- Clear, professional communicator in writing and in meetings, able to translate pharmacy workflows into configuration decisions, training, and strategic conversations
- Proactive, ownership-oriented mindset - comfortable working in a fast-paced, entrepreneurial environment where flexibility and initiative are critical
- Proficiency with standard productivity and project management tools (e.g., Google Workspace, Slack, Microsoft Office)
Preferred:
- Experience with Home Infusion or Specialty Pharmacy workflows
- Experience at an early stage or growth stage healthcare technology company that supports health system customers
- Experience implementing healthcare SaaS, clinical informatics, or pharmacy systems (e.g., EHR, pharmacy dispensing, medication management)
- Familiarity with customer success methodologies, health scoring, or CRM tools (e.g., Salesforce, Gainsight)
- Familiarity with Atlassian products (Jira, Confluence) or Agile development processes
