Client Implementation Consultant

PharMerica • Phoenix, AZ

3d • Hybrid

About The Position

The Client Implementation Consultant independently leads and manages new customer implementations, change of ownership initiatives, pharmacy and facility moves, and other complex customer transition projects. The role serves as a consultative partner to customers and internal stakeholders by assessing business and operational needs, developing implementation strategies, identifying risks, recommending solutions, and guiding projects through successful completion.

The consultant exercises discretion and independent judgment when evaluating customer requirements, interpreting operational needs, setting project priorities, resolving complex issues, and recommending courses of action. The role collaborates across functional areas to ensure implementation solutions align with customer expectations, operational capabilities, service standards, and business objectives. The successful candidate is organized, analytical, proactive, and an effective communicator who can independently lead multiple projects in a fast-paced environment while adapting to changing customer and operational needs.

The schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m., with a weekend/holiday rotation. The hybrid schedule includes working two to three days from home.

Requirements

• At least 3 years of progressively responsible experience in customer implementation, project management, project coordination, healthcare operations, pharmacy operations, customer relationship management, or a related field.
• Experience independently managing customer implementations, projects, operational initiatives, or complex cross-functional activities.
• Demonstrated experience assessing business or operational needs and recommending solutions.
• Ability to exercise sound judgment, independently evaluate information, identify risks, and determine appropriate courses of action.
• Experience managing multiple projects or priorities with competing deadlines.
• High school diploma, GED, or equivalent.
• A combination of education, training, and progressively responsible professional experience sufficient to perform the position's responsibilities.
• Strong consultative and customer relationship management skills.
• Ability to exercise discretion and independent judgment; assess customer business and operational needs and recommend appropriate solutions.
• Strong project leadership and project management skills; ability to independently analyze complex situations and determine appropriate courses of action.
• Strong critical-thinking, analytical, and problem-solving capabilities, including anticipating project risks and developing mitigation strategies.
• Excellent verbal and written communication skills, presentation, consultation, and meeting facilitation capabilities.
• Ability to communicate recommendations effectively to customers, leadership, and cross-functional stakeholders, and influence decisions and outcomes without direct authority.
• Strong interpersonal, relationship-building, planning, prioritization, and organizational skills.
• Ability to independently manage multiple complex projects with competing priorities and deadlines, and adapt strategies to changing customer and business requirements.
• Strong attention to detail while maintaining awareness of broader customer and organizational objectives.
• Ability to interpret project metrics and use information to identify trends and opportunities for improvement.
• Advanced proficiency with Microsoft Office and relevant project management and collaboration technology.
• Experience using metrics and performance indicators to evaluate project outcomes.
• Working knowledge of pharmacy operations, standards, and customer service requirements, as applicable.
• Ability to work effectively and independently within a remote work environment.

Nice To Haves

• Experience within pharmacy, healthcare, or customer implementation operations.
• Experience in a Long-Term Care Pharmacy environment.
• Experience consulting with customers regarding operational processes, services, or business solutions.
• Experience leading complex, cross-functional customer implementations.
• Associate's or bachelor's degree in Business Administration, Healthcare Administration, Project Management, Pharmacy/Healthcare Services, or a related discipline.
• Project management certification or formal project management training.
• Pharmacy Technician certification or registration, where applicable.

Responsibilities

• Serve as the primary implementation consultant and subject matter resource for assigned new customer implementations, change of ownership projects, pharmacy moves, facility relocations, and other customer transition initiatives.
• Independently lead assigned implementation projects from initial planning through execution, stabilization, and post-implementation review.
• Consult with customers and internal stakeholders to assess business needs, operational requirements, service expectations, implementation readiness, and potential risks.
• Evaluate project requirements and determine appropriate implementation strategies, priorities, timelines, and recommended courses of action.
• Develop implementation plans, project timelines, milestones, agendas, and deliverables based on customer requirements and organizational objectives.
• Evaluate customer needs and recommend products, services, processes, or operational solutions to support successful transitions.
• Guide customers on implementation requirements, operational considerations, dependencies, timelines, and recommended practices.
• Determine which internal service areas and functional partners should participate based on each implementation's needs.
• Lead internal and external project meetings, facilitate discussions, provide recommendations, communicate decisions, assign action items, and ensure follow-up.
• Analyze complex or changing project circumstances and independently identify solutions or recommendations based on customer requirements, business needs, and operational considerations.
• Identify project risks, implementation barriers, service gaps, and competing priorities, and develop mitigation strategies to minimize disruption.
• Apply knowledge of pharmacy operations, service standards, and implementation practices to anticipate challenges and determine solutions.
• Advise internal stakeholders about customer requirements and the operational impact of implementation decisions.
• Investigate implementation and quality concerns, determine root causes, recommend corrective actions, and escalate significant business or customer issues when appropriate.
• Evaluate changes in scope, business requirements, timelines, or operational circumstances and modify implementation plans as needed.
• Conduct pre-implementation assessments to evaluate customer and operational readiness and identify needs for additional planning or intervention.
• Conduct post-implementation assessments to evaluate results, identify trends or service gaps, and recommend actions to improve customer outcomes and future implementations.
• Analyze customer feedback, implementation outcomes, operational experience, and project data to identify continuous-improvement opportunities.
• Recommend improvements to implementation processes, workflows, tools, documentation, and customer transition practices.
• Communicate implementation metrics, project status, risks, outcomes, and recommendations to customers, business partners, and leadership.
• Create and maintain customer-specific implementation documentation according to department and organizational standards.
• Maintain accurate project documentation, decisions, action items, deliverables, and customer requirements in designated systems and SharePoint.
• Manage multiple concurrent implementation projects and prioritize based on customer impact, operational risk, project complexity, timelines, and organizational objectives.
• Build collaborative relationships with customers and cross-functional partners and influence outcomes without direct supervisory authority.
• Serve as a resource to internal partners on implementation processes, customer transition requirements, and recommended practices.
• Participate in special projects and initiatives to improve customer implementation processes and service delivery.
• Perform other related duties as assigned.
• Conduct job responsibilities in accordance with the Company's Code of Business Conduct and Ethics, policies and procedures, Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

Benefits

• Medical, dental, and vision insurance.
• Health Savings and Flexible Spending Accounts, including up to $5,000 for childcare.
• Tuition discounts and reimbursement.
• 401(k).
• Company-paid time off.
• Shift differential.
• DailyPay.
• Pet insurance.
• Employee wellness and discount programs. Benefits may vary by employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED