System Implementations Manager (SIM)

This is a remote position.

iCareManager (iCM) is a specialized EHR platform designed for long-term care providers. We help organizations streamline their operations and improve care outcomes with powerful, easy-to-use software.

As a System Implementations Manager , you will lead the onboarding and implementation process for new clients—guiding them from kickoff to go-live. This role is both strategic and hands-on: you’ll coordinate implementation plans, conduct virtual trainings, troubleshoot issues, and ensure clients are fully equipped to use the system successfully. You'll also collaborate with Sales during pre-sale conversations and continue to build the relationship with clients post-sale, ensuring a seamless handoff and consistent client satisfaction.

This is a key client-facing role that requires excellent communication, project management, and problem-solving skills. If you're a natural relationship builder who enjoys making an impact through process and technology, this role is for you.

Key Responsibilities

Implementation & Onboarding

• Prepare for and lead new customer kickoff calls.
  

• Manage onboarding projects using Asana, including timelines, tasks, and weekly status updates.
  

• Conduct virtual training and walkthroughs to ensure system understanding.
  

• Create and manage JIRA tickets for data imports and customer requests.
  

• Engage Product Owners for handling new feature requests and configurations.
  

Customer Engagement

• Serve as the main point of contact for customers during the onboarding phase.
  

• Troubleshoot technical and implementation issues via email or phone.
  

• Build strong, empathetic, and professional relationships with clients.
  

• Notify customers of completed enhancements or requested configurations.
  

• Conduct monthly webinars and knowledge-sharing sessions with the user community.
  

Cross-functional Collaboration

• Work closely with Customer Success, Sales, and Product teams.
  

• Identify and communicate new opportunities for customer value delivery.
  

• Provide backup support to System Implementation and Customer Success teams.
  

Support & Enablement

• Partner with the Customer Success Team to develop and enhance onboarding resources like guides and videos.
  

• Assist with trade shows, marketing presentations, and product demos.
  

• Support business development initiatives through networking and relationship-building.
  

Key Competencies

• Project Management: Plan, execute, and manage the entire implementation lifecycle.
  

• Customer-Centric Mindset: Strong problem-solving skills and commitment to delivering exceptional service.
  

• Communication: Clear, frequent updates to clients and internal stakeholders.
  

• Collaboration: Effective teamwork across departments and disciplines.
  

• Process Improvement: Proactively suggest improvements for both product and processes.
  

Skills & Qualifications

• Required Experience:
  

• Minimum 2 years of experience in DDA/IDD organizations (as an admin or project manager).
  

• Strong analytical and problem-solving capabilities.
  

• Ability to work independently in a remote environment.
  

• Excellent communication skills (verbal and written).
  

• Preferred Experience:
  

• Technical support background with a software product.
  

• Experience in Assisted Living or Adult Day programs.
  

• Familiarity with JIRA and Asana.
  

• Project management certification or experience.
  

• Personal Attributes:
  

• Self-starter with a positive attitude.
  

• Comfortable managing multiple priorities in a fast-paced setting
  

• Highly organized with attention to detail.
  

• A dynamic and collaborative work environment.
  
• Opportunities for professional growth and skill development.
  
• Competitive salary and benefits package.
  
• The chance to play a key role in revolutionizing the healthcare technology industry.