Implementation Lead

TJM Labs

3d•Remote

About The Position

TJM Labs is seeking an Implementation Lead to manage the end-to-end execution of customer implementations, from initial discovery through go-live and transition to ongoing support. This role is a blend of pharmacy operations, project management, customer communication, and technology. The Implementation Lead will work closely with a Customer Success Manager (CSM), focusing on the successful delivery of the implementation. Key responsibilities include coordinating stakeholders, documenting pharmacy workflows, translating them into requirements, managing the implementation plan, overseeing communication, conducting internal QA, and ensuring alignment between pharmacy operations, documentation, and technical build. The role requires a proactive approach to problem-solving, detailed documentation, and accountability. While deep technical expertise is not required, a strong understanding of pharmacy operations and management systems, excellent communication skills, and the ability to simplify complexity are essential.

Requirements

Approximately 2–5 years of relevant professional experience.
Experience coordinating projects, implementations, customer onboarding, operational initiatives, or complex workflows.
Working familiarity with pharmacy management systems and pharmacy workflows.
Exceptional organization, reliability, and attention to detail.
Ability to document processes and information clearly, precisely, and consistently.
Strong follow-through and clear, professional communication.
Ability to turn complicated conversations into decisions, documentation, owners, and next steps.
Thoughtful questioning and comfort surfacing problems early.
Ability to manage multiple implementations and competing priorities.
Comfort with evolving priorities and processes, technical curiosity, and genuine ownership.

Nice To Haves

Current or previous pharmacy technician experience.
Registered or certified pharmacy technicians.
Previous SaaS implementation experience (if strong pharmacy operations experience, project ownership, technical curiosity, and ability to learn quickly are present).

Responsibilities

Own the day-to-day execution of customer implementations from discovery through go-live.
Establish and maintain the implementation plan, milestones, dependencies, and target go-live date.
Lead implementation meetings, discovery sessions, and working sessions.
Coordinate activities across the pharmacy, TJM technical teams, the CSM, and other internal stakeholders.
Track decisions, action items, customer deliverables, risks, dependencies, and outstanding requirements.
Follow up consistently to keep projects moving and identify risks and blockers early.
Manage implementation changes and understand their impact on scope, requirements, and timelines.
Coordinate go-live activities and the transition into ongoing support.
Create and maintain clear, accurate, and standardized documentation of customer's current-state pharmacy processes.
Lead structured workflow discovery with pharmacy stakeholders.
Document current-state processes using TJM's standard formats, terminology, and required level of detail, capturing exceptions and edge cases.
Validate documented workflows with the customer and keep documentation current.
Translate operational workflows into structured, actionable requirements for technical teams.
Identify relevant business rules, dependencies, expected outcomes, exceptions, and edge cases.
Provide technical teams with context to understand what needs to happen and why.
Review proposed solutions against documented customer workflows and requirements.
Prevent drift between customer needs, documentation, and the technical build.
Own communication across all stakeholders involved in the implementation.
Provide clear, concise updates on progress, timelines, decisions, risks, blockers, and next steps.
Ensure decisions and changes are documented and communicated to all affected parties.
Keep the CSM informed of project health, customer sentiment, risks, and important developments.
Own the quality gate between work produced internally and what is presented to the customer.
Validate completed work against documented customer requirements and workflows.
Coordinate and execute internal testing before customer review, including expected workflows and exceptions.
Document defects, unexpected behavior, and gaps clearly for technical teams.
Track identified issues through resolution and retest fixes.
Determine when work is ready for customer validation and coordinate customer testing.
Contribute to the continuous improvement of implementation playbooks, processes, documentation standards, templates, tools, discovery practices, requirements documentation, QA processes, go-live readiness, communication, and handoffs.