Onboarding Project Lead, Healthcare

About Customer Success

Our Customer Success team is focused on helping customers easily achieve the value of our products. We aim for every interaction to create confidence, reduce customer effort, and demonstrate that we understand the customer's business. 

What You Will Own

• Lead onboarding projects: Guide customers from kickoff through launch and handoff. Build and maintain the project plan, milestones, actions, decisions, dependencies, and readiness criteria.
• Turn customer needs into launch-ready requirements: Listen carefully, establish and maintain the intended workflow, document requirements and commitments, and coordinate accurate account setup, data, access, and integration needs.
• Validate readiness and support adoption: Coordinate or perform configuration checks, data validation, QA/UAT, training, and launch-readiness reviews. Make sure unresolved issues have a clear owner and plan.
• Create confidence through communication: Provide clear status, next steps, risks, decisions, and required actions. Escalate early when scope, timing, quality, or the customer experience is at risk.
• Improve the onboarding model: Capture customer feedback and lessons learned. Turn new scenarios into clearer playbooks, templates, checklists, and handoffs so the next customer has an easier experience.

What Success Looks Like

• First 90 days: Build working knowledge of the product, customer workflows, onboarding process, tools, and partner teams. Shadow and co-lead projects, maintain accurate plans and action logs, communicate clearly, and begin owning standard workstreams with coaching.
• By 6 months: Independently lead standard onboarding projects through agreed milestones and launch readiness. Customers and internal partners know what is happening, what comes next, who owns each action, and where risk requires attention. Documentation and validation prevent avoidable rework.
• By 12 months: Manage a portfolio of onboarding work with predictable execution and sound judgment. Customers are prepared and confident at launch, handoffs are complete, and recurring lessons from new scenarios are converted into practical improvements for the team.

Capabilities You Bring on Day One

• Evidence that you can coordinate multi-step work involving several people, dependencies, and deadlines. 
• Clear, audience-aware written and verbal communication, including the ability to explain status, decisions, risks, and next steps.
• Strong organization and follow-through. You create plans, document commitments, maintain details, and close loops.
• Sound judgment about when to solve, when to ask, and when to escalate.
• Ability to learn unfamiliar software, processes, and customer workflows quickly and apply feedback.
• A customer-service mindset that balances empathy, accuracy, clarity, and ownership.
• Comfort working with data, system settings, testing, and quality checks. Deep technical expertise is not required for this role, but you will be leading pharmacy software onboarding projects that have some technical components.

Helpful Experience, Not Required

• Experience in any pharmacy setting, including retail, hospital, specialty, long-term care, mail order, central fill, PBM, wholesaler, or pharmacy technology.
• Experience in healthcare, health technology, SaaS, fintech, professional services, customer onboarding, implementation, or project coordination.
• Configuration, data files, interfaces, integrations, QA, UAT, customer training, or launch support
• Salesforce, project-management tools, knowledge bases, or workflow documentation
• Work in a regulated, privacy-sensitive, or quality-controlled environment
• Use of AI or automation to improve planning, documentation, insight, or customer effort

How We Work

• Customer First: Understand the customer's business, reduce effort, set expectations, and close the loop.
• High Challenge, High Support: Raise difficult issues directly and respectfully, use feedback, and help others succeed.
• Raising the Bar: Improve quality, prevent repeated issues, and leave tools and processes better than you found them.
• Learning in Action: Learn quickly, test assumptions, adapt, and apply lessons to the next situation.
• Seeking Truth Together: Surface facts and risks, ask good questions, welcome different perspectives, and update your view when evidence changes.
• Upholding Commitments: Create clear ownership, communicate changes early, document actions, and follow through.

A Realistic Preview

• You will manage more than one onboarding effort at a time. Priorities and dependencies can change.
• This role supports a new product. Some customer scenarios will be unfamiliar, and parts of the playbook will continue to evolve.
• The role includes hands-on documentation, configuration checks, data validation, testing, and follow-up. It is not only meetings and status reports.
• You will depend on teams you do not manage. Success requires clear ownership, respectful challenge, and early escalation.
• Customers may be navigating operational change while learning the product. Your organization and communication should make that experience easier.
• Occasional travel may be required for team events or strategic customer onboarding meetings.

Required Qualifications

• Bachelor's degree preferred
• 3 to 6 years of client facing experience in healthcare, software, fintech, or a related professional services environment
• Experience supporting onboarding, implementations, integrations, or operational launches
• Demonstrated ability to lead workstreams and drive outcomes across cross functional teams
• Strong organizational skills and attention to detail
• Ability to manage multiple onboarding efforts simultaneously while meeting deadlines
• Excellent written and verbal communication skills
• Proficient in Google Workspace and Microsoft Office
• Ability to translate client needs into operational and technical requirements

Preferred Qualifications

• Experience in Healthcare operations, pharmacy services, healthcare technology platforms, or regulated environments
• Familiarity with healthcare data structures, claims processing, financial transactions, or system integrations
• Experience working within Salesforce or similar CRM systems
• Experience performing QA and UAT testing 
• Understanding of compliance, privacy, or regulatory considerations within Healthcare

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations. 
• Treat clients and teammates with courtesy, consideration and tact; you also can perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client. 
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results. 
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability. 
• Understand that results are important and focus on turning mission into action to achieve results following the principles of agile, dynamic execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

Recruitment Fraud Notice: Recruitment fraud is an increasingly common scam where individuals pose as employers to offer fictitious job opportunities. Scammers sometimes impersonate Inmar recruiters on LinkedIn and other channels. We will never ask for payment or sensitive personal information during the hiring process. Verify any role on our official Workday Careers site and learn how to spot scams in our full notice.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.