Customer Onboarding Engineer Jobs (NOW HIRING)

RedSail is committed to delivering an exceptional experience to customers from the first interaction. The Enterprise Onboarding Specialist supports the onboarding of assigned pharmacy chain customers onto RedSail’s claims switching and pharmacy technology platform by completing defined implementation tasks, maintaining documentation, and coordinating routine activities. The Enterprise Onboarding Specialist serves as an implementation resource from contract execution through go-live and stabilization. Working with customer contacts, pharmacy operations, IT teams, third-party vendors, and internal cross-functional teams, this role completes assigned onboarding activities, tracks progress, escalates issues, and supports timely implementation. The ideal candidate combines hands-on technical experience in pharmacy claims processing with strong project management and client communication skills.

Enterprise Implementation Leadership

• Complete assigned implementation activities for pharmacy chain customers, including multi-site deployments, by following established plans, procedures, and timelines.

• Serve as the primary implementation contact from project kickoff through successful go-live, stabilization, and transition to ongoing account management.

• Ad Maintain implementation plans, project timelines, cutover checklists, issue logs, and status updates using established templates and guidance.

• Coordinate implementation activities across customer stakeholders, pharmacy management system vendors, third-party partners, and internal RedSail teams.

• Identify implementation risks, document relevant details, and promptly escalate issues to the implementation lead or manager for direction and resolution.

Technical Solution Delivery

• Gather, validate, and document technical and operational requirements, including pharmacy management system integrations, connectivity methods (VPN, SFTP, TLS), NCPDP transaction routing, and BIN/PCN configuration.
• Coordinate enrollment and credentialing activities, including NPI and NCPDP validation, payer setup, and switch routing configuration.
• Lead test planning, test claim validation, parallel testing, and cutover readiness activities.

• Perform initial troubleshooting of claims processing, transaction routing, connectivity, adjudication, data exchange, and system integration issues using documented procedures, and escalate complex matters to Engineering, Product, or other appropriate teams.

• Ensure customers are fully prepared for go-live through implementation readiness reviews, documentation, training, and operational validation.

Customer Partnership

• Build trusted relationships with customer implementation teams, pharmacy operations leaders, IT organizations, and third-party vendors throughout the implementation lifecycle.

• Provide customers with timely updates, approved guidance, and standard onboarding information while escalating requests or decisions outside established procedures.
• Prepare routine implementation updates, milestone tracking, issue summaries, and readiness information for review by the implementation lead or manager.

• Coordinate closely with the Sales team to ensure implementation activities align with overall customer priorities and expectations.
• Partner with the Strategic Account Manager during stabilization to ensure a smooth transition into long-term operational ownership.

Continuous Improvement

• Identify opportunities to improve implementation methodologies, playbooks, templates, customer communications, and technical documentation.
• Capture lessons learned and incorporate best practices into standardized implementation processes.
• Document recurring issues, lessons learned, and suggested process improvements for review by the implementation lead or manager.
• Contribute to the ongoing evolution of RedSail's enterprise implementation capabilities.

• 2+ years of experience supporting software implementations, customer onboarding, technical support, or related operational activities in a B2B environment.
• Experience coordinating assigned tasks, maintaining project documentation, and communicating status across customers, vendors, and internal teams.
• Basic understanding of pharmacy claims processing, healthcare technology, or software implementation processes.

• Working knowledge of pharmacy claims workflows, including NCPDP standards, BIN/PCN routing, adjudication concepts, rejects, reversals, and transaction processing.
• Experience working with pharmacy management systems, healthcare integrations, switches, PBMs, or healthcare data exchange.

• Familiarity with connectivity methods such as VPN, SFTP, TLS, flat files, and APIs, with the ability to follow documented troubleshooting steps.
• Strong organization and communication skills, with the ability to follow established procedures and manage assigned priorities.
• Clear written and verbal communication skills for providing routine updates to customers and internal teams.

• Experience supporting pharmacy technology onboarding or implementation activities for retail pharmacy customers.
• Experience assisting with data, configuration, or customer transition activities between pharmacy or healthcare technology platforms.

• Familiarity with HIPAA requirements and handling protected health information.
• Knowledge of Medicare Part D, 340B, specialty pharmacy, or other complex pharmacy workflows.

• Relevant training or coursework in project coordination, process improvement, or customer onboarding.

• Experience with project management tools such as Asana, Jira, or Monday.com.

Successful Enterprise Onboarding Specialists:

• Complete assigned implementation tasks accurately and on schedule while providing responsive customer support.
• Maintain professional working relationships with customer contacts and internal team members.
• Identify potential issues, document relevant details, and escalate them promptly for guidance.
• Coordinate assigned activities with internal and external contacts by following established plans and timelines.
• Apply technical knowledge and documented procedures to support customer onboarding activities.
• Complete required documentation and handoff activities so customers can transition smoothly to ongoing operational support.

• Uses independent judgment and discretion based upon the employee’s experience in the position and knowledge of the products, equipment, and services
• Uses good judgment and possesses ethical work values

• Moderate or high levels of stress may be experienced in the performance of the job
• Position is performed in a general office environment, home office, or approved remote workspace where physical work includes, but is not limited to, sitting, standing, reaching, kneeling, bending, and lifting to 25 lbs.

• Daily use of the Microsoft Teams (phone), computer, printer, and other routine office equipment
• Must have internet access

• Little responsibility for safety of others. Job is performed in an office setting where there are no hazardous materials or equipment

• Position is performed in an open office environment or approved remote work location

• Hybrid at a RedSail Office
  
  • Spartanburg, SC
  • Irving, TX
  • Shreveport, LA
  • Oak Brook, IL
  • Cranberry Township, PA
  • Long Island, NY

The anticipated base salary range for this position is $35 - $40 per hour. This position is also eligible to participate in RedSail's annual incentive bonus program, with a target opportunity of 4% of base salary. Actual bonus payout is based on company performance and is subject to the terms and conditions of the applicable bonus plan. Actual compensation will be determined based on factors including relevant experience, skills, qualifications, internal equity, and geographic location.

RedSail offers a comprehensive benefits package, including paid time off; medical, dental, and vision insurance; a 401(k) plan with a company match; professional development opportunities; and programs that support employee health and well-being. Benefit offerings are subject to the terms and conditions of the applicable plans and may be modified from time to time.