Onboarding & Education Manager

Description About PK Software PK Software builds pharmacy management software for compounding pharmacies across the United States and Canada. As part of PCCA (Professional Compounding Centers of America), we combine deep compounding expertise with modern technology to help independent pharmacies run their businesses with confidence. We are investing heavily in the customer experience, including a next-generation cloud platform, and education is at the center of that strategy. 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. What You Will Do 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 What We Are Looking For • 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 Why PK Software • 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 Qualifications Skills Behaviors Preferred Team Player : Works well as a member of a group Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well Enthusiastic : Shows intense and eager enjoyment and interest : Motivations Preferred Self-Starter : Inspired to perform without outside help Entrepreneurial Spirit : Inspired to perform well by an ability to drive new ventures within the business