Position Overview
The Senior Implementation Manager personally owns and runs a portfolio of ICANotes Plus implementations and Classic-to-Plus migrations, including the function's most complex, highest-risk, and highest-visibility accounts. This is a hands-on execution role: the Senior Implementation Manager carries a live caseload end to end. The role is also the function's most senior execution resource, informing playbook improvements and mentoring other specialists based on firsthand account experience.
Key Responsibilities
Implementation Ownership & Execution
- Own and personally run a portfolio of new practice onboardings, from kickoff through Implementation and proper transition to other phases of the customer lifecycle.
- Serve as the primary point of accountability for every account in the portfolio, including milestone adherence, timeline, satisfaction, and time-to-value
- Take ownership of the highest-risk, highest-visibility, and multi-location migrations as a core part of the caseload
- Serve as the primary relationship owner for assigned accounts, including practice owners, office managers, and clinical leads
Migration & Onboarding Process
- Execute each account through the full migration lifecycle using the established methodology, adapting sequencing and pacing to practice size, workflow complexity, and risk tolerance
- Maintain Zoho CRM as the system of record for assigned accounts — milestones, blockers, dependencies, and status
- Identify migration risk early (data conversion issues, workflow mismatches, staff adoption resistance) and resolve or escalate as needed
- Conduct post-go-live check-ins to confirm adoption outcomes, not just completion of go-live
Process & Playbook Contribution
- Contribute directly to the implementation methodology and playbook based on firsthand execution experience
- Partner with Product on migration eligibility, sequencing, and risk-tolerance decisions using account-level evidence
- Mentor other Implementation Specialists on complex-account execution, informally and by example
Cross-Functional Partnership
- Work directly with Product, Support, and Training to resolve blockers affecting assigned accounts
- Provide account-level data and context to support leadership's portfolio-level and board/Sheridan-facing reporting on migration health
Reporting & Accountability
- Report on the health of the assigned portfolio to leadership on a regular cadence, including at-risk accounts, timeline adherence, satisfaction metrics, and root causes of delay
- Own and be accountable for portfolio KPIs, including time-to-value, adoption rate, satisfaction, and timeline adherence
- Lead post-implementation reviews for troubled accounts within the portfolio and translate findings into playbook or process improvements
Customer Success
- Deliver a consistently seamless, professional onboarding experience across all assigned accounts, regardless of practice size or complexity
- Personally engage with practice leadership when executive-level relationship management is warranted
- Escalate to company leadership when account risk exceeds what can be resolved directly
Key Objectives
- Personally execute the successful, well-sequenced migration of an assigned book of Classic-to-Plus accounts, using Zoho CRM as the system of record for milestones, blockers, and dependencies
- Meet time-to-value, adoption, and satisfaction targets across the assigned portfolio
- Serve as a primary source of firsthand insight to keep the migration playbook accurate as product capability and customer segments evolve
- Build and share complex-account execution technique with other Implementation Specialists
Qualifications
Required
- 3+ years personally executing implementation, onboarding, or customer deployment engagements in EHR or comparable healthcare software, including complex or high-risk accounts
- Demonstrated ability to independently own and close out large, high-stakes customer transitions with minimal oversight
- Strong change management skills, with a track record of driving high adoption rates on individual accounts
- Sound judgment on when to resolve issues directly versus escalate to Product, Support, or leadership
- Excellent communication skills with both practice-level stakeholders and company leadership
Preferred
- Prior experience specifically with behavioral health or mental health practices
- Experience partnering with Product on migration strategy, segmentation, or retention analysis
- Familiarity with Zoho CRM for account-level tracking and reporting
- Experience mentoring other implementation specialists informally
- Familiarity with multiple program types and their workflows — IOP, OMHC, and Psychiatric Rehab — is a plus
Additional Requirements
- Plus Product certification required within the first 60 days of employment
- Base compensation with additional bonus eligibility based on portfolio KPIs
Location
Position is fully remote. Must reside in one of the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA.