Project Implementation Specialist

POSITION SUMMARY

The Implementation Specialist delivers exceptional customer onboarding experiences by coordinating implementation activities, driving solution adoption, and ensuring seamless transitions that strengthen customer satisfaction and long-term business relationships.

This role owns implementation planning, customer training, workflow optimization, and cross-functional coordination while serving as the primary point of contact throughout onboarding. Leveraging AI as a force multiplier, the position enhances implementation speed, service quality, issue resolution, and data-driven decision-making through intelligent automation and actionable insights.

Operating within Empower's hyper-growth, highly regulated 503A/503B environment, the Implementation Specialist ensures compliance, operational excellence, and customer success. Success requires learning agility, execution discipline, customer focus, adaptability, proactive problem-solving, and continuous improvement while effectively managing multiple priorities in a fast-paced environment.

RESPONSIBILITIES

Customer Implementation

• Client Onboarding: Lead end-to-end customer implementation activities by coordinating onboarding plans, managing project milestones, and serving as the primary customer contact throughout implementation. Leverage AI-enabled project management, workflow automation, and knowledge resources to accelerate onboarding timelines, improve communication, proactively identify implementation risks, and deliver an efficient, compliant, and exceptional customer experience aligned with Empower's operational standards.
• Solution Training: Deliver comprehensive virtual training sessions that educate customers on products, workflows, and system capabilities while promoting successful adoption and long-term utilization. Utilize AI-powered learning tools, personalized training recommendations, and digital knowledge resources to improve training effectiveness, enhance customer engagement, reinforce product proficiency, and accelerate successful implementation outcomes.
• Relationship Management: Build trusted relationships with healthcare providers, clinics, and business partners by understanding operational goals, addressing implementation challenges, and providing responsive support throughout the onboarding journey. Apply AI-driven customer insights and communication tools to personalize engagement, improve responsiveness, strengthen customer satisfaction, and foster long-term business partnerships.

Operational Excellence

• Project Coordination: Manage multiple implementation projects simultaneously by maintaining detailed project plans, tracking milestones, documenting progress, and coordinating cross-functional activities to ensure timely completion. Leverage AI-assisted scheduling, workflow monitoring, and predictive analytics to improve project visibility, prioritize activities, mitigate risks, and consistently deliver successful implementation outcomes.
• Process Improvement: Evaluate customer workflows to identify operational challenges, recommend process improvements, and implement solutions that increase efficiency, adoption, and customer satisfaction. Utilize AI-powered process analysis and performance insights to identify optimization opportunities, reduce implementation barriers, improve scalability, and support continuous operational improvement across implementation activities.
• Documentation Management: Maintain accurate implementation documentation, CRM records, customer communications, and project updates while ensuring information integrity and organizational visibility. Leverage AI-assisted documentation tools to improve data quality, automate administrative tasks, generate actionable insights, and support informed decision-making throughout the customer implementation lifecycle.

Collaboration and Performance

• Cross-Functional Partnership: Collaborate effectively with Sales, Operations, Customer Success, Pharmacy Operations, and other internal teams to ensure successful customer implementations and seamless service delivery. Utilize AI-enabled collaboration platforms and shared insights to improve communication, accelerate issue resolution, strengthen alignment, and deliver a consistent customer experience across the organization.
• Performance Monitoring: Track implementation metrics, customer feedback, and key performance indicators to evaluate onboarding success and identify opportunities for continuous improvement. Leverage AI-powered dashboards and analytics to monitor trends, improve service quality, support proactive decision-making, and consistently achieve departmental performance expectations.
• Continuous Learning: Maintain current knowledge of Empower products, implementation best practices, regulatory requirements, and emerging technologies while actively pursuing professional development. Embrace AI as a productivity accelerator by adopting new digital capabilities that improve execution quality, enhance customer service, support continuous learning, and contribute to Empower's culture of innovation within a highly regulated environment.

EXPERIENCE AND QUALIFICATIONS

• High school diploma or equivalent required.
• Certified Pharmacy Technician (CPhT) certification or a minimum of two (2) years of experience in pharmaceutical, telemedicine, or integrative clinical operations required.
• Proficiency in Microsoft Excel, Microsoft Word, and CRM platforms.
• Excellent attention to detail with strong organizational and communication skills.
• Project management experience preferred.