Sr. Director, Customer Adoption, Intelligent Inventory

Inmar Inc.; Northern (KY); Hybrid; USD 180,000 - 230,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Tuition reimbursement

Wellness programs

Job summary

Inmar is seeking a Sr. Director of Customer Adoption to lead enterprise enablement and product readiness across Healthcare offerings.

The role partners with Product, Technology, Operations, Sales, and Marketing to ensure new products and initiatives are ready for customers and aligned with strategic priorities. Responsibilities include building scalable training programs, governing knowledge management, and driving adoption analytics to inform leadership decisions.

Qualifications

• Bachelor's degree required; PharmD or Pharmaceutical Supply Chain experience preferred.
• 12+ years of leadership in Client Success, Customer Operations, Adoption, Healthcare Operations, Product Enablement, or related functions.
• Experience leading cross-functional transformation initiatives; strong executive communication and influencing skills.

Responsibilities

• Develop and execute client adoption and enablement strategy aligned with Healthcare objectives.
• Lead knowledge management, learning programs, and capability development.
• Own Product UAT and readiness processes prior to releases in collaboration with Product and Technology.

Skills

Leadership

Executive communication

Cross-functional collaboration

Change management

Data-driven decisions

Education

Bachelor's degree

PharmD or Pharmaceutical experience

Tools

CRM platforms

Knowledge management systems

Learning technologies

Job description

## Sr. Director, Customer Adoption, Intelligent InventoryApply: Headquarters, Winston Salem, NC: Full time: Posted Today: JY2627649The Sr. Director Program Adoption and Enablement is responsible for building the organizational capabilities that enable the adoption of products and services throughout the product lifecycle. This leader promotes the strategies, programs, and operational functions that equip customer-facing teams with the knowledge, tools, processes, product readiness and industry knowledge necessary to support clients consistently across the Healthcare portfolio within their program area. This leader is responsible for monitoring and reporting product adoption usage metrics and deploying strategies to drive engagement aligned with strategic vision. This leader works closely with Marketing, Sales, Product, Operations and other Client Success leaders to effectively communicate key program and product updates to internal and external stakeholders while setting the strategy for delivering value in customer partnerships. The leader serves as a strategic partner to Product, Technology, Operations, Sales, and Client Success leadership, ensuring new and existing products and business initiatives are operationally ready before reaching customers. This leader also owns enterprise knowledge management, client product readiness and associate capability development, enabling the organization to evolve from reactive support to proactive customer partnership.## **Primary Responsibilities**## **Client Enablement Strategy*** Develop and execute the client adoption and enablement strategy aligned with Healthcare division objectives.* Create scalable enablement programs that improve customer experience, operational consistency, program adoption, associate effectiveness and ultimately drive lifetime customer value.* Establish adoption programs and consultative services to support speed to value and retention* Drive organizational readiness for new products, capabilities, regulatory requirements, and strategic initiatives.* Establish enablement standards that support enterprise growth while maintaining a customer-first approach.## **Knowledge Management & Capability Development*** Lead enterprise knowledge management strategy, ensuring customer-facing teams have access to accurate, current, and accessible documentation.* Oversee development of role-based learning programs, certifications, and continuing education.* Build scalable training programs supporting onboarding, product knowledge, and operational excellence.* Partner with leaders to identify capability gaps and develop learning strategies that improve performance.* Build and develop and team of industry specialists to support product and customer change management* Oversee progress communications, product updates, industry updates and governance awareness.## **Product Readiness & UAT*** Own Product User Acceptance Testing (UAT) engagement for Client Success.* Partner with Product, Technology, Operations, and Client Excellence leaders to validate customer-impacting releases.* Ensure operational readiness before product launches.* Develop standardized release readiness processes, communication plans, and deployment frameworks in partnership with Marketing## **Product Change Management*** Lead operational implementation of product enhancements, regulatory changes, and industry-driven updates.* Coordinate cross-functional readiness activities across Product, Technology, Operations, and Client Excellence.* Develop change management strategies that minimize customer disruption while accelerating adoption.* Ensure customer-facing teams are prepared to support evolving product capabilities.## ## **Analytics & Operational Insights*** Lead Client Adoption reporting and operational insights supporting leadership decision-making.* Develop dashboards measuring adoption, enablement effectiveness, knowledge utilization, and support readiness.* Translate operational data into actionable strategic recommendations that improve customer outcomes.* Partner with Quality and Continuous Improvement teams to identify capability improvement opportunities.## **Cross-Functional Leadership*** Partner with: + Product + Technology + Sales + Operations + Client Excellence + Legal + Compliance + Marketing* Influence enterprise priorities through collaboration and data-driven decision making.* Serve as an executive sponsor for adoption and enablement initiatives supporting organizational transformation.# **Leadership Responsibilities*** Build and develop high-performing enablement and adoption teams.* Foster a culture of continuous learning, innovation, and accountability.* Establish clear goals, performance expectations, and career development pathways.* Promote collaboration across Client Success and enterprise partners.# **Qualifications**### **Required*** Bachelor's degree in Business, Healthcare Administration, Organizational Development or other relevant discipline required. PharmD or Pharmaceutical Supply Chain Experience preferred.* 12+ years of leadership experience in Client Success, Customer Operations, Adoption, Healthcare Operations, Product Enablement, or related functions.* Experience leading cross-functional transformation initiatives.* Demonstrated success building scalable operational programs.* Strong executive communication and influencing skills.* Experience leading organizational change in complex healthcare environments.### **Preferred*** Healthcare technology, life sciences, pharmacy, or healthcare services experience.* Experience with CRM platforms, knowledge management systems, and learning technologies.* Lean, Six Sigma, Prosci, or Continuous Improvement experience.* Experience supporting SaaS or technology-enabled services.# **Leadership Characteristics**The successful leader will:* Put the customer at the center of every decision.* Champion Inmar's Standards through integrity, accountability, collaboration, continuous improvement, and transparency.* Lead with curiosity and embrace innovation.* Build trust through clear communication and consistent follow-through.* Develop people while creating scalable systems.* Balance strategic thinking with operational execution.* Foster collaboration across functions to deliver enterprise outcomes.* Inspire teams to embrace change while maintaining exceptional customer experiences.# **Success Measures**### **Customer Impact*** Faster adoption of new products and capabilities.* Reduced customer escalations through proactive enablement.### ### **Operational Excellence*** Product readiness achieved prior to releases.* Increased knowledge utilization and training effectiveness.* Reduced time to proficiency for customer-facing associates.### ### **Organizational Capability*** Increased associate engagement and capability development.* Successful implementation of industry and product changes.* Strong cross-functional alignment supporting Client Excellence.### ### **Business Outcomes*** Improved client retention and account health.* Increased operational scalability.* Reduced support complexity.* Greater organizational readiness supporting Healthcare growth.**At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.****Eligible associates have access to:*** **Medical, Dental, and Vision insurance*** **Basic and Supplemental Life Insurance options*** **401(k) retirement plans with company match*** **Health Spending Accounts (HSA/FSA)****We also offer:*** **Flexible time off and 11 paid holidays*** **Family-building benefits, including Maternity, Adoption, and Parental Leave*** **Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning*** **Wellness and Mental Health counseling services*** **Concierge and work/life support resources*** **Adoption Assistance Reimbursement*** **Perks and discount programs****Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.**We are an Equal Opportunity Employer, including disability/vets.**Recruitment Fraud Notice:** Recruitment fraud is an increasingly common scam where individuals pose as employers to offer fictitious job opportunities. Scammers sometimes impersonate Inmar recruiters on LinkedIn and other channels. We will never ask for payment or sensitive personal information during the hiring process. Verify any role on our official Workday Careers site and learn how to spot scams in our full notice.**This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.**