About the Company

Our client is an innovative Australian-owned healthcare technology business delivering a purpose-built clinical services platform to pharmacies nationwide. Their platform supports pharmacists in delivering expanded clinical services — from vaccinations to medication reviews — and is trusted by a growing network of pharmacy customers across the country. This is a team that genuinely cares about the future of pharmacy practice and the technology that enables it.

The Opportunity

This is a rare role for a pharmacist who is ready to step beyond the dispensary and into the world of health technology.

As a Customer Onboarding & Success Specialist, you’ll be the person pharmacy teams rely on when they’re adopting a new platform — guiding them from initial setup through to confident, active use. You’ll bring your pharmacy knowledge into a technology context, using it to build credibility, tailor training, and bridge the gap between clinical workflows and software capability.

This is not a clinical practice role. It’s a customer success and technology role — and it’s a genuinely compelling career move for the right pharmacist.

What You’ll Be Doing

Onboarding & Implementation

• Serve as the primary contact for each pharmacy throughout their onboarding journey, building trusted relationships and driving successful platform adoption.
• Coordinate and execute pre-go-live activities including platform configuration, integration checks, and user setup.
• Manage end-to-end implementation for assigned pharmacies, ensuring all tasks are completed before handover.
• Identify risks to go-live timelines early and escalate proactively to keep things on track.
• Execute a thorough, documented handover to the ongoing support function with full configuration records and training artefacts.

Training

• Assess each store’s training needs based on team size, workflows, and user confidence levels.
• Design and deliver tailored training sessions — remote, onsite, and via webinar — that build genuine capability and drive active platform use.
• Develop and maintain practical training materials: job aids, quick-reference guides, and onboarding checklists.
• Apply adult learning principles to ensure training is relevant, practical, and measurable.

Customer Support

• Provide live, on-demand support to pharmacy teams during and after onboarding — answering product, workflow, and configuration questions or routing to the right internal owner.
• Respond promptly across phone, email, and support channels, providing clear and accurate guidance.
• Maintain accurate records of interactions and resolutions in CRM and support tools.

Knowledge Management

• Write and maintain knowledgebase articles that reflect current platform features, workflows, and best practices.
• Produce training videos covering key platform features and onboarding workflows.
• Continuously improve onboarding resources based on customer feedback and recurring support themes.

Cross-Functional Collaboration

• Work closely with the Product and Development team to stay across platform updates, surface customer-reported issues, and contribute to improvement cycles.
• Capture and share customer feedback and NPS insights to inform roadmap priorities and support process improvements.
• Collaborate with peer support functions to ensure a cohesive customer experience across related products.

About You

Your Qualifications

• Bachelor of Pharmacy or equivalent, with current AHPRA registration.
• Solid understanding of community pharmacy operations and clinical services workflows — vaccinations, MedsCheck, Expanded Scope of Practice, banner group dynamics.

Your Background

• Experience in community pharmacy, with hands-on familiarity with professional services software platforms.
• Prior experience in a customer-facing role — onboarding, implementation, customer success, or technical support — within healthcare, health technology, or SaaS is a strong advantage.
• Demonstrated ability to deliver software training to non-technical users across varied formats: one-on-one, group, remote, and onsite.
• Experience writing user guides, knowledgebase content, or training materials is desirable.

Your Skills

• Natural rapport-builder — able to earn the trust of pharmacy owners and staff quickly and maintain it.
• Clear communicator across verbal, written, and remote formats, with the ability to adapt your style to your audience.
• Organised and self-directed, comfortable managing multiple customer accounts simultaneously at different stages of the onboarding lifecycle.
• Strong problem-solving instincts — able to triage issues, determine root cause, and coordinate resolution across internal teams.
• Content creation aptitude, including the ability to produce instructional video content for non-technical audiences.
• Willingness to travel for onsite implementations, training sessions, and industry events such as the APP Conference.

What’s on Offer

• Competitive remuneration package.
• Remote-first working arrangements, with travel as required.
• A meaningful role at the intersection of pharmacy practice and health technology.
• A collaborative, cross-functional team environment where your clinical background is genuinely valued — not just on paper.
• Clear pathways for professional growth as the platform and customer base continue to expand.

Ready to Make the Move?

If you’re a pharmacist who’s curious about technology, energised by customer success, and ready for a career that uses your clinical knowledge in a completely new way — we’d love to hear from you. Apply now and a full position description will be shared upon first contact.