Onboarding & Education Manager

About the Role

We are hiring an Onboarding & Education Manager to build and own customer education at PK Software. This is a builder role. You will stand up our learning management system (LMS), produce video-based training content, design structured learning paths for pharmacy staff, and help customers get real value from our software faster. The role is roughly 80% customer education and 20% customer onboarding.

Most of your time goes to building scalable education: courses, videos, learning paths, and self-serve content. When onboarding demand peaks, you will step in alongside our Onboarding team to implement and train new customers directly. That hands-on time keeps your content grounded in how pharmacies actually use the product.

Responsibilities

Customer Education (approximately 80%)

• Build and own the customer education strategy and roadmap, maturing us from ad hoc training to a structured, scalable education program
• Implement and administer our LMS, including course structure, learning paths, enrollment, and reporting
• Plan, script, record, and edit product training videos and eLearning modules
• Design role-based curricula for pharmacy owners, pharmacists, and technicians, covering both new customer training and ongoing education for existing customers
• Build assessments and, over time, certification paths that validate customer proficiency
• Assist the Support team with knowledge base articles and help documentation, keeping written content consistent with course material
• Host live training sessions, webinars, and office hours as needed
• Partner with Product to keep content current with each release, and build training for major launches, including our next-generation platform
• Track education metrics such as course completion, engagement, support ticket deflection, and time-to-value, and use the data to improve the program

Customer Onboarding (approximately 20%)

• Serve as flex capacity for the Onboarding team during peak periods, guiding new customers from kickoff through go-live
• Deliver live implementation training, remote and occasionally on-site
• Feed what you learn from onboarding directly back into course content and documentation
• Help standardize onboarding materials so every customer gets a consistent experience

Requirements

• 3 to 5+ years in customer education, training, onboarding, instructional design, or enablement at a software company
• Hands-on experience administering an LMS and building courses within it
• Demonstrated video production skills: scripting, screen recording, and editing with tools such as Camtasia, Descript, Loom, or similar
• Strong instructional design fundamentals and an understanding of adult learning principles
• Confident presenter, comfortable on camera and leading live training for groups
• Clear, plain-spoken writer who can turn complex workflows into simple guides
• Strong project management skills and the ability to run multiple content projects at once
• Data-minded, with the habit of measuring whether training actually works

Nice to Have

• Pharmacy, compounding, or healthcare software experience
• Experience building an education program or academy from the ground up
• Familiarity with customer education platforms such as Thought Industries, Skilljar, LearnUpon, or Absorb
• Experience with in-app guidance tools or certification programs
• Customer onboarding or implementation experience in B2B SaaS

What Success Looks Like in Year One

• Our LMS is live with a complete new-customer curriculum and role-based learning paths
• A library of current, high-quality training videos covers our core product workflows
• New customers complete structured training as part of onboarding, improving time to go-live
• Education metrics are tracked and reported, with clear evidence of ticket deflection
• You have personally onboarded customers and used that experience to sharpen the program

Benefits

• Build a function from the ground up with real ownership and executive support
• Serve independent pharmacy owners who genuinely rely on your work
• Join a team investing in its product, its customers, and its people
• Competitive salary and benefits through PCCA