We are looking for a Customer Implementation Technician to join our established Implementations team at Z Software. This is a permanent full-time opportunity based in our Sydney office, Surry Hills.
Role Purpose
As the Customer Implementation Technician (Onboarding Technician) at Z Software, you will be responsible for delivering a smooth, well-coordinated onboarding experience for new pharmacy customers.
Reporting the Implementation Team Lead, you will support the end-to-end onboarding journey, from planning and readiness through to installation coordination, configuration, data migration, training, go-live and handover to BAU support.
This role focuses on clear communication, strong pharmacy workflow awareness, practical technical support, accurate documentation and timely escalation to ensure consistent implementation and onboarding outcomes and confident product adoption.
Key Responsibilities
- Coordinate customer onboarding, installation scheduling and implementation activities for pharmacy customers, ensuring a smooth and well-managed experience from setup through to go-live.
- Support system configuration, user setup and data migration activities, escalating complex technical or conversion issues where required.
- Deliver remote and onsite training tailored to pharmacy workflows and user needs, while supporting customers through go-live and early-stage hypercare.
- Troubleshoot and coordinate resolution of onboarding issues, maintaining accurate implementation documentation and handover records.
- Collaborate with internal teams and customer stakeholders to keep onboarding activities aligned, improve processes and deliver a high-quality customer experience.
Measures Of Success
Comprehensive Key Performance Indicators (KPIs) will be developed and reviewed annually in accordance with Z Software’s business strategies and performance management framework, ensuring sustained alignment with business priorities and continuous performance improvement.
At a high level, success is demonstrated through:
-
Onboarding Delivery – Customer onboarding activities are planned, coordinated and completed within the agreed scope and timelines.
-
Readiness & Go-live Quality – Installation, configuration, data migration and go-live activities are supported with minimal avoidable rework.
-
Customer Adoption – Pharmacy teams understand key workflows and can use Z Software products confidently after training and hypercare.
-
Issue Escalation & Resolution – Onboarding issues are triaged promptly, documented clearly and escalated with useful context.
-
Documentation & Handover – Handover records, run sheets and knowledge articles are accurate, complete and useful for BAU support.
-
Stakeholder Alignment – Customers and internal teams receive clear updates, practical support and timely communication throughout onboarding.
-
Continuous Improvement – Feedback and recurring issues are captured and used to improve onboarding processes and
customer outcomes.
About You
You are a customer-focused professional with experience in pharmacy environments and a strong understanding of pharmacy software and workflows. You are organised, detail-oriented and confident managing multiple priorities while maintaining a calm, solutions-focused approach.
You communicate clearly, adapt well to different audiences and enjoy helping customers through change and onboarding processes. You are technically confident supporting system setup, training and troubleshooting activities, while knowing when to escalate more complex issues.
You work collaboratively, take ownership of your responsibilities and are motivated to deliver a positive customer experience while continuously improving the way work is done.
About Us
Z Software is a Sydney-based company that provides dispensing and point-of-sale software to over 1,700 pharmacies across Australia. We’re known for our market-leading software and exceptional customer support, and we are committed to ensuring that pharmacies can focus on delivering the highest level of care to their customers.
As a part of Medem Group, we are at the forefront of innovation in the healthcare technology sector. We value our people and foster a collaborative and dynamic work environment where you will have the opportunity to grow. At Medem, we focus on purpose-driven work that impacts healthcare outcomes while supporting growth and innovation.
Why Join Us?
- Competitive, market-aligned remuneration package
- Flexible working arrangements to support work-life balance
- Opportunity to be part of our growth plans
- Professional development opportunities and career pathways
- Working with a great team while gaining exposure to new opportunities
Location:
Flexible working arrangements are available from our office in Surry Hills, NSW 2010. The location is close to public transport, paid parking stations and is surrounded by a variety of restaurants and cafes.
If you’re a proactive implementation or onboarding professional with pharmacy industry experience and a passion for technology and customer success, we’d love to hear from you.
