Activation Communications jobs

About the Role

We are seeking a proactive, organised, and client-focused Client Activation Specialist to guide pharmacy customers through onboarding and help them successfully adopt our software platform.

In this role, you will work directly with registered pharmacy customers, including pharmacy owners, pharmacists, and managers, to ensure they understand how to use the platform and can confidently integrate it into their day-to-day operations.

You will manage the client journey from initial onboarding through early platform adoption, providing step-by-step guidance, conducting online training sessions, monitoring progress, and following up with customers to ensure they complete key setup activities and begin using the platform effectively.

This role is ideal for someone who enjoys educating customers, building relationships, simplifying technology, and helping clients achieve value from a new product.

You will not be responsible for cold prospecting. Your focus will be on helping existing registered customers get started, overcome onboarding challenges, and become active platform users.

Full training on the platform, its features, and the onboarding process will be provided.

Key Responsibilities1. Client Onboarding and Setup

• Initiate contact with registered pharmacy customers and guide them through the onboarding process.
• Assist customers with account setup, login, initial configuration, and other requirements needed to get started.
• Explain the onboarding process, establish clear next steps, and help customers complete required setup activities.
• Schedule and conduct online onboarding sessions, platform walkthroughs, and introductory training.
• Monitor each customer's onboarding progress and proactively follow up on incomplete tasks or outstanding requirements.
• Ensure customers understand how to access and navigate the platform independently.

2. Client Education and Platform Adoption

• Educate customers on the platform's core features, workflows, and practical business applications.
• Demonstrate how the platform can support stock management, ordering, profitability tracking, and business performance.
• Help customers identify the features most relevant to their needs and encourage their initial use.
• Adapt training and explanations to different levels of technical knowledge and familiarity with the platform.
• Reinforce learning through follow-up sessions, practical guidance, and additional resources where needed.
• Identify customers who are struggling to use the platform and provide targeted support to improve adoption.
• Help customers progress from initial registration and setup to regular, meaningful platform use.

3. Activation Monitoring and Follow-Up

• Track customer progress from onboarding through initial activation and early adoption.
• Monitor key milestones, including account setup, onboarding completion, first use, and other agreed activation indicators.
• Maintain a structured follow-up schedule for customers who have delayed onboarding or are not actively using the platform.
• Identify barriers to activation, determine the appropriate next steps, and coordinate support where necessary.
• Work toward agreed onboarding completion, activation, and early adoption targets.
• Escalate recurring issues or customers at risk of disengaging during onboarding.

4. Issue Resolution and Internal Coordination

• Identify and help resolve basic access, setup, configuration, data, and integration issues affecting onboarding.
• Coordinate with technical or internal support teams when issues require further investigation.
• Communicate outstanding issues and expected next steps clearly to customers.
• Follow up on escalated concerns to help ensure they are addressed and do not unnecessarily delay activation.
• Share recurring customer questions, onboarding difficulties, and product feedback with the relevant teams.

5. CRM and Onboarding Administration

• Maintain accurate customer records, onboarding statuses, activity logs, and follow-up schedules in the CRM or designated tracking system.
• Document completed milestones, outstanding requirements, activation barriers, and agreed next steps.
• Keep customer onboarding pipelines up to date and ensure no assigned customer is overlooked.
• Prepare regular updates on onboarding progress, activation outcomes, adoption challenges, and areas for improvement.

Requirements

• Excellent spoken and written English.
• Confident and professional communication skills, particularly over the phone and through video calls.
• Experience in client onboarding, customer success, customer education, implementation support, account management, or a similar client-facing role.
• Ability to guide customers through a structured onboarding process and explain software features in clear, practical terms.
• Comfortable conducting online training sessions, product walkthroughs, and demonstrations.
• Strong organisational skills and the ability to manage multiple customers and follow-ups simultaneously.
• A proactive approach to identifying onboarding delays and helping customers overcome adoption barriers.
• Comfortable using CRM systems, video-conferencing tools, and web-based applications.
• Strong attention to detail in tracking customer progress and maintaining records.
• Ability to work independently, manage priorities, and meet agreed onboarding and activation targets.
• Willingness to learn the platform and develop a practical understanding of its features and customer use cases.
• Availability to work full-time during Australian business hours.
• Reliable internet connection, suitable computer equipment, and a quiet remote-work environment.

Highly Preferred Qualifications

• Experience onboarding customers to SaaS products or other software platforms.
• Experience managing the customer journey from initial setup through activation and early adoption.
• Experience delivering customer training, product demonstrations, or guided software walkthroughs.
• Experience monitoring product usage, onboarding milestones, or customer adoption metrics.
• Experience supporting Australian customers or businesses.
• Background in pharmacy, healthcare, retail, inventory management, or related industries.
• Familiarity with onboarding workflows, CRM pipelines, customer engagement tools, and support ticketing systems.

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Work from home

Experience:

• Client Onboarding: 2 years (Required)
• Customer Success: 2 years (Required)

Work Location: Remote