Onboarding & Education Manager

PCCA USA, PCCA Canada•Houston, TX

4d•Onsite

About The Position

PK Software builds pharmacy management software for compounding pharmacies across the United States and Canada. As part of PCCA (Professional Compounding Centers of America), we combine deep compounding expertise with modern technology to help independent pharmacies run their businesses with confidence. We are investing heavily in the customer experience, including a next-generation cloud platform, and education is at the center of that strategy. About the Role We are hiring an Onboarding & Education Manager to build and own customer education at PK Software. This is a builder role. You will stand up our learning management system (LMS), produce video-based training content, design structured learning paths for pharmacy staff, and help customers get real value from our software faster. The role is roughly 80% customer education and 20% customer onboarding. Most of your time goes to building scalable education: courses, videos, learning paths, and self-serve content. When onboarding demand peaks, you will step in alongside our Onboarding team to implement and train new customers directly. That hands-on time keeps your content grounded in how pharmacies actually use the product.

Requirements

3 to 5+ years in customer education, training, onboarding, instructional design, or enablement at a software company
Hands-on experience administering an LMS and building courses within it
Demonstrated video production skills: scripting, screen recording, and editing with tools such as Camtasia, Descript, Loom, or similar
Strong instructional design fundamentals and an understanding of adult learning principles
Confident presenter, comfortable on camera and leading live training for groups
Clear, plain-spoken writer who can turn complex workflows into simple guides
Strong project management skills and the ability to run multiple content projects at once
Data-minded, with the habit of measuring whether training actually works

Nice To Haves

Pharmacy, compounding, or healthcare software experience
Experience building an education program or academy from the ground up
Familiarity with customer education platforms such as Thought Industries, Skilljar, LearnUpon, or Absorb
Experience with in-app guidance tools or certification programs
Customer onboarding or implementation experience in B2B SaaS

Responsibilities

Build and own the customer education strategy and roadmap, maturing us from ad hoc training to a structured, scalable education program
Implement and administer our LMS, including course structure, learning paths, enrollment, and reporting
Plan, script, record, and edit product training videos and eLearning modules
Design role-based curricula for pharmacy owners, pharmacists, and technicians, covering both new customer training and ongoing education for existing customers
Build assessments and, over time, certification paths that validate customer proficiency
Assist the Support team with knowledge base articles and help documentation, keeping written content consistent with course material
Host live training sessions, webinars, and office hours as needed
Partner with Product to keep content current with each release, and build training for major launches, including our next-generation platform
Track education metrics such as course completion, engagement, support ticket deflection, and time-to-value, and use the data to improve the program
Serve as flex capacity for the Onboarding team during peak periods, guiding new customers from kickoff through go-live
Deliver live implementation training, remote and occasionally on-site
Feed what you learn from onboarding directly back into course content and documentation
Help standardize onboarding materials so every customer gets a consistent experience