Onboarding Specialist

Lumistry

4d•$22 - $26•Hybrid

About The Position

The Onboarding Specialist is responsible for leading the implementation and onboarding experience for new pharmacy clients adopting the Lumistry suite of products, including Lumistry One, Lumistry Voice IVR/IVA, Digital Marketing Services, Paperless Education, and the Mobile App. This role blends project management, customer service, and cross-functional collaboration to ensure a smooth, engaging, and effective onboarding process. You’ll work directly with customers to understand their pharmacy operations, align onboarding to their goals, and ensure they are set up for long-term success using Lumistry’s suite of solutions. The ideal candidate will be proactive, detail-oriented, and comfortable scheduling, following up, and building relationships with busy pharmacy professionals.

Requirements

2+ years of experience in onboarding, project coordination, or customer success (preferably in SaaS or healthcare)
Proven ability to manage multiple customer-facing projects simultaneously
Excellent verbal and written communication skills, with a customer-first mindset
Strong problem-solving and organizational skills
Experience leading remote training and onboarding sessions
Comfortable with tools such as Zoom, Google Workspace, Canva, Jotform

Nice To Haves

Experience in pharmacy operations, pharmacy tech, or healthcare SaaS
Familiarity with Salesforce and TaskRay (or similar CRM and project management tools)
Understanding of IVR systems, mobile health apps, or digital education tools
Experience working in a high-growth, cross-functional environment

Responsibilities

Provide personalized onboarding experiences by understanding pharmacy customers' goals and workflows, advising them on the best use of Lumistry’s solutions.
Lead multiple onboarding projects simultaneously, managing timelines, milestones, and deliverables while ensuring an excellent customer experience.
Use product knowledge and pharmacy workflow understanding to guide customers on how to best utilize Lumistry tools within their operations.
Offer best practices and strategic recommendations to drive adoption.
Establish rapport quickly through strong communication skills and a consultative approach.
Follow up regularly with customers via email, phone, and video calls to ensure ongoing progress, clarify next steps, and maintain engagement throughout the onboarding process.
Proactively schedule website preview sessions (if requested) that work within the time constraints of busy pharmacy professionals.
Document all interactions and project milestones thoroughly to ensure clear internal handoffs and a consistent customer experience.
Conduct live virtual review sessions, provide supporting materials, and assist customers in configuring tools based on their unique needs.
Work closely with Sales, Account Management, Support, Marketing, and Product to deliver a seamless onboarding experience and identify opportunities for product and process improvement.
Cultivate customer advocates through a positive onboarding experience to drive future referrals, references, and case studies.
Help develop and maintain internal and external onboarding documentation to scale implementation efforts and ensure consistency.
Apply creative and strategic thinking to identify innovative onboarding solutions that align with customer needs and drive long-term success.
Collect feedback to iterate and enhance onboarding processes and collaborate on broader customer experience initiatives.
Other duties as assigned.