Client Implementation Consultant

Responsibilities

• Serves 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 leads assigned implementation projects from initial planning through execution, stabilization, and post-implementation review
• Consults with customers and internal stakeholders to assess business needs, operational requirements, service expectations, implementation readiness, and potential risks
• Exercises discretion and independent judgment to evaluate project requirements and determine appropriate implementation strategies, priorities, timelines, and recommended courses of action
• Develops comprehensive implementation plans, project timelines, milestones, agendas, and deliverables based on customer requirements and organizational objectives
• Evaluates customer needs and recommend appropriate products, services, processes, or operational solutions to support a successful transition
• Provides consultative guidance to customers regarding implementation requirements, operational considerations, dependencies, timelines, and recommended practices
• Determines the appropriate involvement of internal service areas, including Customer Field Service, IV, Clinical Consulting, Clinical HUB, pharmacy operations, and other functional partners based on the individual needs of each implementation
• Leads internal and external project meetings, facilitate discussions, provide recommendations, communicate decisions, assign action items, and ensure appropriate follow-up
• Analyzes complex or changing project circumstances and independently identify solutions or recommendations based on available information, customer requirements, business needs, and operational considerations
• Proactively identifies project risks, implementation barriers, service gaps, and competing priorities and develop mitigation strategies to minimize disruption to customers and operations
• Uses advanced knowledge of pharmacy operations, service standards, and implementation practices to anticipate challenges and determine appropriate solutions
• Provides guidance and recommendations to internal stakeholders regarding customer requirements and the operational impact of implementation decisions
• Investigates implementation and quality concerns, determine root causes, recommend corrective actions, and escalate significant business or customer issues when appropriate
• Evaluates changes in project scope, business requirements, timelines, or operational circumstances and determine necessary modifications to implementation plans
• Conducts pre-implementation assessments to evaluate customer and operational readiness and identify opportunities requiring additional planning or intervention
• Conducts post-implementation assessments to evaluate results, identify trends or service gaps, and recommend actions to improve customer outcomes and future implementations
• Analyzes customer feedback, implementation outcomes, operational experience, and project data to identify opportunities for continuous improvement
• Recommends improvements to implementation processes, workflows, tools, documentation, and customer transition practices
• Develops and communicates implementation metrics, project status, risks, outcomes, and recommendations to customers, business partners, and leadership
• Creates and maintains customer-specific implementation documentation in accordance with department and organizational standards
• Ensures project documentation, decisions, action items, deliverables, and customer requirements are accurately maintained within designated systems and SharePoint
• Independently manages multiple concurrent implementation projects and establish priorities based on customer impact, operational risk, project complexity, timelines, and organizational objectives
• Builds collaborative relationships with customers and cross-functional business partners and influence outcomes without direct supervisory authority
• Serves as a resource to internal partners regarding implementation processes, customer transition requirements, and recommended practices
• Participates in special projects and initiatives intended to improve customer implementation processes and overall service delivery
• Performs other related duties as assigned

Qualifications

• Minimum of 3 years of progressively responsible experience in customer implementation, project management, project coordination, healthcare operations, pharmacy operations, customer relationship management, or a related field required
• Experience independently managing customer implementations, projects, operational initiatives, or complex cross-functional activities required
• Demonstrated experience assessing business or operational needs and recommending solutions required
• Demonstrated ability to exercise sound judgment, independently evaluate information, identify risks, and determine appropriate courses of action required
• Experience managing multiple projects or priorities with competing deadlines required
• Experience within pharmacy, healthcare, or customer implementation operations preferred
• Experience in a Long-Term Care Pharmacy environment preferred
• Experience consulting with customers regarding operational processes, services, or business solutions desired
• Experience leading complex, cross-functional customer implementations desired
• High school diploma, GED, or equivalent required
• Combination of education, training, and progressively responsible professional experience sufficient to successfully perform the responsibilities of the position required
• Associate's or bachelor's degree in Business Administration, Healthcare Administration, Project Management, Pharmacy/Healthcare Services, or a related discipline preferred
• Project management certification or formal project management training preferred
• Pharmacy Technician certification or registration, where applicable desired
• Strong consultative and customer relationship management skills
• Demonstrated ability to exercise discretion and independent judgment
• Ability to 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
• Ability to anticipate project risks and develop effective mitigation strategies
• Excellent verbal and written communication skills
• Strong presentation, consultation, and meeting facilitation capabilities
• Ability to communicate recommendations effectively to customers, leadership, and cross-functional stakeholders
• Ability to influence decisions and outcomes without direct authority
• Strong interpersonal and relationship-building skills
• Strong planning, prioritization, and organizational abilities
• Ability to independently manage multiple complex projects with competing priorities and deadlines
• Ability to adapt strategies and recommendations based on changing customer and business requirements
• Strong attention to detail while maintaining a broader understanding of 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