Implementation & Onboarding Coordinator

15 hours ago

Surry Hills New South Wales Australia Medem Group Full time $60,000 - $90,000 per year

About Us

Z Software is a Sydney-based company that provides dispensing and point-of-sale (POS) software to over 1,300 pharmacies across Australia. We're known for our market-leading software and exceptional support team; we ensure that pharmacies can focus on delivering the highest level of care to their customers.

As a part of the Medem Group, we are at the forefront of innovation in the healthcare technology sector. We value our people and foster a collaborative and dynamic work environment where you will have the opportunity to grow. Right now, we're looking for someone who shares our passion and drive to help bring our solutions to life for our clients. Could that be you?

Role Purpose

The Implementation & Onboarding Coordinator will deliver high-quality onboarding for new pharmacies by planning and executing remote and onsite installations, coordinating data migration and environment readiness, delivering training to pharmacy teams, and providing structured go-live and hypercare support. The role focuses on smooth transitions, customer adoption, and continuous process improvement, working closely with product, support, and sales to ensure positive outcomes for every implementation.

Location: Flexible working arrangements are available from our Support Office in Surry Hills, NSW 2010 The location offers paid parking, is close to public transport, and is surrounded by a variety of restaurants and cafes.

About You

  • Previous experience – Practical 3+ years experience coordinating software installations, data migration activities, and go-live cutovers.
  • Industry expertise – 3+ years experience within the pharmacy industry, including positions such as pharmacists, pharmacy assistants, and roles within pharmacy software companies (highly preferred).
  • Licences & qualifications – Must have and maintain a full valid NSW driver's licence.
  • Travel requirements – Must be willing to travel for onsite installations and customer engagements as required.
  • Technical proficiency – Working knowledge of system configuration, connectivity, and troubleshooting in customer environments.
  • Training facilitation – Ability to deliver engaging, role-based training that builds capability and confidence.
  • Customer communication – Clear written and verbal communication tailored to both technical and non-technical audiences.
  • Planning & prioritisation – Strong organisation, time management, and attention to detail across multiple concurrent sites.
  • Problem solving – Structured approach to diagnosing issues, documenting steps, and driving to resolution.
  • Documentation discipline – Able to maintain accurate records, run sheets, and knowledge articles that enable repeatable delivery.
  • Collaboration mindset – Works constructively with cross-functional teams and acts on feedback to improve outcomes.

Measures Of Success

  • Customer experience – Strong satisfaction scores and positive feedback from pharmacy stakeholders during and after onboarding.
  • Operational efficiency – Reduced cycle times from readiness to go live and minimal rework across installs and configurations.
  • User adoption – High completion of training and rapid uptake of priority workflows in the first month post go-live.
  • Issue resolution – Fast triage and closure of onboarding incidents with clear root cause notes and preventative actions.
  • Documentation quality – Consistent, complete, and usable handover packs and knowledge articles supporting BAU teams.
  • Stakeholder alignment – Effective collaboration with product, support, and sales to deliver consistent outcomes per plan.
  • Continuous improvement – Demonstrated delivery of improvements that measurably increase speed, quality, or satisfaction.

Why Join Us?

  • Attractive remuneration package
  • Flexible working arrangements to support work-life balance
  • Opportunity to be part of our rapid growth plans
  • Professional development opportunities
  • Working with a great team – gaining massive exposure

If you're a proactive Implementation & Onboarding Coordinator passionate about making a difference in the pharmaceutical & healthcare industry, we'd love to hear from you

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