Training & Implementation Coordinator
Department - Operations, Aftercare
Reports To - Operations Manager
Purpose of the Role
The Training & Implementation Coordinator is responsible for supporting clients through the successful implementation, adoption, and optimisation of Pharmacy Mentor's website systems and software solutions.
This role acts as the primary point of contact for client implementation support and user training. The successful candidate will ensure clients are confident and competent in using our systems through tailored onboarding plans, structured training programmes, and ongoing support.
The role also serves as a key communication bridge between clients, Project Managers, Developers, and Account Managers, ensuring that software releases, feature updates, and system enhancements are communicated effectively across the business and to clients where appropriate.
Key Responsibilities
Client Implementation
- Coordinate the implementation of Pharmacy Mentor's website systems and software platforms for new and existing clients
- Support clients with gateway (payment & delivery) integrations and configuration
- Support the installation and configuration of Zebra printers and related hardware
- Conduct implementation checks to ensure systems are fully operational before launch
- Troubleshoot implementation issues and coordinate resolutions with internal teams
Client Training
- Develop tailored training plans based on individual client requirements
- Deliver one-to-one and group training sessions remotely and in person
- Travel to client premises where required to support onboarding and implementation
- Create and maintain training materials, guides, video tutorials, and knowledge base content
- Assess client competency and provide additional support where required*
- Ensure clients feel confident using their systems independently following implementation
- Gather client feedback to continuously improve training programmes
Release & Feature Communication
- Act as the central coordinator for software releases and feature updates
- Work closely with the Development Team to understand upcoming changes and improvements
- Translate technical updates into clear client-friendly communications
- Coordinate release announcements, feature updates, and training where required
- Ensure Project Managers, Account Managers, and Support Teams are informed of relevant updates
- Maintain documentation relating to new features and functionality
Internal Coordination
- Work closely with Project Managers during the onboarding and launch phases
- Liaise with Developers to escalate and resolve technical implementation issues
- Support Account Executives with client system-related queries
- Maintain accurate implementation, training, and client records within internal systems
- Identify opportunities to improve onboarding, training, and implementation processes
- Gather product feedback from clients and communicate recommendations to relevant internal teams
Skills and Attributes
- Excellent communication and presentation skills
- Strong organisational and planning abilities
- Confidence in delivering training sessions to individuals and groups
- Ability to explain technical concepts in a simple and understandable manner
- Strong problem-solving skills
- High attention to detail
- Ability to manage multiple client implementations simultaneously
- Customer-focused mindset with a passion for helping others succeed
- Comfortable working collaboratively across multiple departments
- Full UK driving licence and willingness to travel throughout the UK
Essential Experience
- Experience delivering software, system, or customer training
- Experience working with website platforms, eCommerce systems, or software solutions
- Experience with payment gateway integrations
- Experience with shipping and delivery management systems
- Familiarity with Zebra printers and label printing workflows
- Experience delivering face-to-face workshops and training sessions
- Experience within healthcare, pharmacy, eCommerce, or technology environments.
What We Offer
From your first day of employment, you are entitled to the following benefits:
- Free annual flu vaccination
- 50 percent discount on annual Taste Cards
- Enhanced leave provisions, including bereavement leave and enhanced sick leave
- Access to a salary sacrifice pension scheme
- Employee wellness programme provided through Wisdom via Bright HR
- Paid company social events
- Profit-related bonus schemes, subject to eligibility
- Flexible working hours
- Remote working arrangements, where appropriate
- Ongoing training and development opportunities
Pay: £32,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Sick pay
- Work from home
Experience:
- Delivering Software systems or Customer training : 2 years (preferred)
- supporting website platforms and ecommerce systems: 2 years (preferred)
Work Location: Hybrid remote in Sheffield
