Full Time/Remote (30% Travel)
Emporos Systems Corporation, a Charlotte, NC based company, is the leading provider of pharmacy point-of-sale solutions to independent pharmacies, hospitals, clinics, and regional chains. The Emporos MerchantSoft System addresses the unique needs of pharmacies by verifying prescriptions, providing state-of-the-art checkout, and maintaining compliance with state and federal regulations. This role plays a key role in ensuring our customers receive the best customer experience during their onboarding phase.
As a member of the Customer Onboarding Team, working closely with other team members the Implementation Specialist is responsible for coordinating the implementation activities for all Emporos customer onboarding projects. These activities include, but are not limited to; working with the client to outline an implementation plan, identifying specific requirements/ workflows, facilitating orientation sessions designed to prepare the users to begin using their Product(s) and participate in issue resolutions as they arise. As the technical team member, this role serves as a subject matter expert for all Emporos products and has strong ties to Support and Product owners to ensure their clients’ needs are being addressed.
Some specific responsibilities may include installing and configuring hardware, Emporos software, and 3rd party software remotely (sometimes on-site) prior to and during the go-live phase of the implementation process. The Implementation Specialist consults with clients on the best use of Emporos products for their environment and workflows. Clear communication and coordination with the QA/Development and Customer Care teams are vital to the success of a smooth implementation.
Additionally the Implementation Specialist will play a key role in building and maintaining an active relationship with our clients to further their satisfaction and business, with the intent of maximizing the value that the client generates from their Pharmacy POS solution and modules.
Coordinate and manage implementation planning, related activities and all corresponding documentation related to the project.
Identify and proactively drive high quality project deliverables, dependencies, and critical path items – proactively manage changes in project scope and create contingency plans in a constantly changing environment.
Control project deliverables, scope and expectations, and coordinate project progress with clients, Customer Care, Development, and senior leadership.
Develop and track detailed project plans including schedules, technical and business requirements, cost estimates, resource plans, communication plans, risk mitigation plans, and issue resolution plans.
Review release notes, scripts, and tasks to ensure accuracy and technical feasibility.
Conducting onboarding/ Training sessions and follow-up sessions as required (sometimes in-person).
Troubleshoot issues that arise during implementation processes.
Manage the defect resolution process for all technical related issues.
Document technical issues, defects, and problems with customer deployments.
Work with application developer to ensure defects are resolved in a timely manner.
Maintain and enhance engagement with business and IT partners.
Maintain technical knowledge and business acumen within own discipline.
Document technical procedures for installation, configuration, and troubleshooting of Emporos Systems’ software and applications.
Maintain a high level of customer satisfaction throughout each stage of the relationship and be the primary point of contact for higher tier clients, sometimes outside of regular business hours.
Facilitate transition of healthy, deployed clients to Customer Care.
Conduct frequent checking-ins with the client to ensure they are transactional and issue-free.
Be available to take client calls and liaise with Support and Product, on the client’s behalf, to address any client issue.
Triage emergency requests, work with Support for escalated tickets and assist in their resolution.
Provide technical support when required and scope out technical solutions to address customer requirements and recommend optimum solutions to the Client, Support, and Product.
Validate Pharmacy workflows for the Product team.
Serve as Customer Success representative during technical triage meetings.
Defend the position of the Company and Product.
Attend weekly team meetings as well as cross-functional meetings to maintain appropriate sync.
Act as a product knowledge resource for Level 1, 2, and 3 Support Specialists, answering questions and assisting with new employee inquiries.
Stay informed with statistics related to new customer onboarding projects and Support in order to improve customer retention and team performance.
Handle other duties and responsibilities as defined by management.
Experience, Knowledge and Skills
Successful candidate will possess 3-5 years’ experience in enterprise software and hardware implementation to include:
Microsoft SQL Server and SQL Server Reporting Services
Understanding of client-server architecture
Strong initiative, innovation, organization, and attention to detail are essential
Demonstrated ability to communicate effectively across various audiences
Strong customer service and client relations skills
Ability to multi-task across various simultaneous projects
Proficient in Microsoft Excel, Word, Project and Visio
Demonstrated leadership skills in systems implementation with a focus on methodology
Professional presence and demeanor in both communication and presentation skills
Excellent verbal and written skills are very essential
Experience collaborating with others in QA/Development to deliver shared results
Technical understanding of business application systems and their underlying hardware
Well organized, self-motivated individual who can work with little or no direction
Ability to interact with all levels of staff and upper management in both business and technical areas
Experience with retail and/or pharmacy operations is desirable
Knowledge of Windows/ Apple tools, web technologies, and networking
Excellent written and spoken English
Superior presentation skills
Strong understanding of Pharmacy, Retail and Point of Sale technologies
Strong Project Management Experience
Knowledge of system integration through API
Microsoft Certified Professional (MCP)
A competitive salary
401k with matching contribution
Employer sponsored healthcare +HSA funds (up to $2,400 per year)
Maternity and paternity paid leave
Financial support for continuing education, professional development, and sponsorship for conference
We embrace an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. Come join us, have fun, and let's build great products together.
To apply, send your resume to firstname.lastname@example.org. We are always looking for great people to add to our team.