Pharmacy Hyphen Client Success Specialist

Healthfirst; New York (NY); On-site; USD 69,000 - 113,000; Full time

Job summary

Healthfirst seeks a proactive Client Success Specialist to join our healthcare IT team in New York. This role focuses on client onboarding, training delivery, and ongoing product support to ensure successful implementations and high client satisfaction.

You will design training materials, manage client meetings, document requirements, and coordinate with product and implementation teams in a regulated environment.

Qualifications

• Associates degree or equivalent work experience with 2–5 years in client support or healthcare IT.
• Experience designing and delivering training and documentation for users.
• Familiarity with CRM, ticketing, and knowledge management tools.

Responsibilities

• Recruit, onboard, and support clients through implementations.
• Deliver live and virtual training sessions and develop materials.
• Manage client meetings, prepare agendas, and document outcomes.
• Coordinate with product and implementation teams to optimize solutions.

Skills

CRM systems

Training development

Documentation

Client support

Travel on-site

Education

Associate's degree or equivalent work experience

Bachelor's degree (preferred)

Tools

ServiceNow

Jira

SharePoint

Job description

Description and Requirements

We are seeking a proactive and detail-oriented Client Success Specialist to join our growing team. This role is ideal for someone who thrives in a client-facing environment, enjoys problem-solving, and is passionate about delivering exceptional service. The successful candidate will play a key role in client support operations, recruiting and onboarding new clients, training development and delivery, product support, and internal coordination. The ideal candidate brings experience supporting healthcare technology platforms, implementing technical solutions, developing and delivering training, managing client meetings, and producing high-quality documentation in a regulated environment.

Key Responsibilities

Client Implementation & Product Support Responsible for identifying, recruiting and onboarding new clients

Support successful client implementations, ensuring clients have an excellent customer experience, adopt our tools and perform at the highest levels

Document client business requirements and help validate that the final product solution meets business needs

Build meaningful relationships with clients (e.g. providers, pharmacies, client data management vendors); serve as a primary point of contact for client inquiries, issues, and escalations

Provide timely, accurate, and solutions-oriented product support; troubleshoot technical and functional issues, escalating complex matters as needed, act as a liaison between product, implementation and technical teams

Maintain knowledge of company products and services to effectively support clients

Identify recurring issues and recommend process or product improvements; work closely with all levels of end users to document business processes and workflows and begin identifying possible approaches to gaps, issues or risks

Training Development & Delivery

Design, develop, and maintain client-facing and internal training materials (guides, presentations, job aids, FAQs)

Deliver live and virtual training sessions to clients and internal stakeholders

Assess training effectiveness and continuously improve learning materials and programs

Support onboarding efforts for new clients through structured implementation and training programs

Meeting Management & Client Engagement

Assist in the planning, scheduling, and facilitation of client meetings, including onboarding sessions, status updates, and training workshops

Prepare clear agendas, presentations, and supporting documentation

Document meeting outcomes, action items, and follow-ups

Manage project expectations through regular client meetings, project status reports and maintaining a great relationship throughout the implementation life cycles

Documentation & Knowledge Management

Create and maintain comprehensive documentation, including SOPs, knowledge base articles, release notes, and troubleshooting guides

Ensure documentation is clear, accurate, and accessible

Maintain internal administrative and knowledge-based repositories to support team efficiency

Contribute to continuous improvement of support workflows and processes

Core Competencies

Client-focused mindset

Strong presentation and facilitation skills

Attention to detail

Collaboration and cross-functional teamwork

Initiative and ownership

Adaptability in a fast-paced environment

What Success Looks Like

High client satisfaction, engagement and retention

Clear, well-maintained documentation that reduces support escalations

Effective training programs that improve client adoption and internal efficiency

Organized and productive client meetings with actionable outcomes

Minimum Qualifications

• Associates degree from an accredited institution or equivalent work experience; 2-5 years of experience in client support, customer success, or a related role, preferably in Healthcare IT, Social Care IT or pharmacy operations.
• Demonstrated experience in training development and delivery
• Experience with CRM systems, ticketing platforms, and knowledge management tools (e.g. Service Now, Jira, Sharepoint)
• Demonstrated ability to remain organized, self-motivated and able to meet project deadlines with minimal supervision
• Rigorous attention to detail, demonstrated ability to write clear, concise communications and documentation
• Ability to travel to and support clients on site, as needed
• undefined

Preferred Qualifications

• Bachelor's degree from an accredited institution
• Proficient in Microsoft Office suite; working knowledge of Visio or other diagramming/design software
• Experience with EHR or clinical practice management processes, Social Care management and/or Pharmacy Management Software
• Ability to work in a matrix-management environment
• Ability to balance multiple priorities undefined

Compliance & Regulatory Responsibilities

N/A

License/Certification

N/A that may be required or assigned

Hiring Range

Greater New York City Area (NY, NJ, CT residents): $77,900 - $112,540

All Other Locations (within approved locations): $68,900 - $102