Vp Of Implementation & Customer Success

About Us...

HealNow is the online payments platform for pharmacies. We enable pharmacies to provide a modern, seamless online checkout experience for patients. Leveraging state-of-the-art payments technology, patients can now effortlessly schedule delivery or curbside pickup, purchase over-the-counter (OTC) items, and pay for their prescriptions online. We give pharmacies of all sizes the same tools/technology that CVS, Amazon, and digital pharmacies offer their patients. Our white-labeled, online payments platform integrates with pharmacy management systems, and allows for a faster on-boarding, and payments process to enhance workflow and increase revenue. HealNow has several integration partnerships from the likes of PioneerRx, PK Software, Keycentrix, Rx30, ComputerRx, Liberty and others.

About the Role

This is an exciting time to join us as our VP of Implementation and Pharmacy Success!

As the VP of Implementation and Pharmacy Success, you'll be leading a team of experienced implementation and customer success team members who have excelled in developing and implementing products for the healthcare and payments industry. You will play an integral leadership role contributing to the success of a fast moving, rapidly-growing company with a disruptive solution in the pharmacy industry.

• Become the “Swiss Army Knife” of the Implementation and Customer Success team i.e...build scalable processes that have not yet been built and fix processes that are broken within the Implementation and Customer Success teams.

• Build the foundation, necessary processes and tools for successful Implementation and Customer Success throughout the customer journey and lifecycle.

• Build and maintain HealNow Implementation and Customer Success Playbooks and work with the Founder/CEO to implement and train new hires on the Implementation and Customer Success process.

• Work with the Founder/CEO to set measurable goals and timelines for the Implementation process to “go-live”.

• Work with the Founder/CEO to set measurable goals and timelines for the Customer Success process post “go-live”.

• Work with the Founder/CEO to create, modify and implement measurable KPIs to ensure customer satisfaction and utilization throughout both the implementation phase and post go-live phase.

• Work with the Founder/CEO to build highly scalable processes that allow the company to grow 3x year over year.

• Manage and lead a team of implementation and customer success team members.

• Ensure all customer expectations are being met and exceeded with both enterprise and independent pharmacies.

• Work with the founder/CEO to identify key new hires that allow the company to meet and exceed company goals on a monthly, quarterly and annual basis.

• Work with the HealNow Founder/CEO and Sales Team to prioritize top Pharmacy Management Systems with whom to build integration partnerships.

• Be available to join the Sales Team with the goal in mind to move the sales prospect forward in the sales cycle to a closed customer.

• Become (or be) an expert and trusted advisor in the pharmacy space and with Pharmacy Management Systems executives

Responsibilities

More specifically, the VP of Implementation and Pharmacy Success will be exceptional and possess strong leadership qualities in the following areas:

• The integration and customization requirements processes that each pharmacy specifically needs. Then taking said requirements and implementing them into the HealNow system and within the pharmacy management system (“PMS”). This is a very nuanced role which requires knowledge and understanding of the pharmacy’s workflow and capabilities within the PMS.

• As soon as the implementation process is completed, the implementation and pharmacy success team is responsible for transitioning an onboarded account into a live account. More specifically, the transition to a live account will include several steps such as training, go-live, offering a white-glove experience to a pharmacy for success throughout their time on the platform. Strong customer service and presentation skills are needed to excel in this role.

• Building integration partnerships with the top pharmacy management systems (PMS’s) along with optimizing these partnerships to include co-marketing initiatives, customer referral agreements, webinars, securing high-trafficked booth space and speaking engagements at PMS trade shows.

• Join integration calls with the sales team with the goal in mind to move the sales prospect forward in the sales cycle to a closed customer.

This role reports directly to the founder/CEO.

Qualifications

• Strong management skills to nurture a successful implementation and customer success team
• Have a network of strong executive relationships in pharmacy management systems and pharmacies across the country
• Must have experience reporting real-time numbers to the C-Suite leadership
• A conceptual and detailed understanding of account management and implementation
• Must have a strong analytical background to properly measure the health of our customers and internal processes.
• Multiple years managing and leading a team
• Strong customer service acumen and a “customer first” mentality
• A “can-do” attitude and team player with a winning attitude leaving the ego at the door
• Multiple years of experience in customer-facing and presentation experience
• A seasoned professional and “builder” in a technology/SaaS company, preferably a start-up environment
• Training skills and the willingness to learn about how a pharmacy workflow generally functions with their pharmacy management system.