The Senior Implementation Manager personally owns a book of the company's most complex ICANotes Plus implementations and Classic-to-Plus migrations from kickoff through go-live through adoption.
This is not a management-of-managers role: it's the person practices call when the migration is large, messy, or politically sensitive, and the person Product and CS turn to for ground-truth on what's actually breaking during migration. You carry a live caseload every day, and your credibility comes from what you personally deliver, not from what a team under you delivers.
Alongside your own book, you're the most senior execution voice in the function — the first person consulted when the playbook needs to change, and the natural mentor for other specialists, without formal management responsibility for them.
Key Responsibilities
Own a Book of Implementations (primary responsibility)
Personally run a portfolio of concurrent Classic-to-Plus migrations and new-practice onboardings, end to end — kickoff, configuration, training, go-live, and post-go-live stabilization
Be the single point of accountability for every account in your book: milestone adherence, timeline, satisfaction, and time-to-value
Serve as your accounts' primary relationship owner, including with practice owners, office managers, and clinical leads
Carry the highest-risk, highest-visibility, and multi-entity migrations as your core caseload — not as occasional escalations layered on top of someone else's work
Migration & Onboarding Execution
Drive each account through the full migration lifecycle using the current playbook, adapting sequencing and pacing to the practice's size, workflow complexity, and risk tolerance
Use Zoho CRM as the system of record for your own book — milestones, blockers, dependencies, and status kept current in real time
Identify migration risk early (data conversion issues, workflow mismatches, staff adoption resistance) and resolve or escalate before it threatens the account
Run post-go-live check-ins to confirm adoption is sticking, not just that go-live happened
Playbook & Process Contribution
Feed what you learn from your own accounts directly back into the migration methodology — you're a primary source of what the playbook gets wrong, not just an executor of what it gets right
Partner with Product on migration eligibility, sequencing, and risk-tolerance questions using firsthand account evidence
Help onboard and mentor other Implementation Specialists on complex-account technique, informally and by example rather than as a formal reporting line
Cross-Functional Partnership
Work directly with Product, Support, and Training to unblock your own accounts — you own resolution of the specific blockers hitting your book, not systemic process redesign
Surface account-level data and narrative that feeds into leadership's portfolio-level and board/Sheridan-facing reporting on migration health
Reporting & Accountability
Report the health of your own book to leadership on a regular cadence: at-risk accounts, timeline adherence, satisfaction signals, and root causes of delay
Own your book's KPIs (time-to-value, adoption rate, satisfaction, timeline adherence) and be personally accountable for hitting them
Lead your own post-implementation reviews for troubled accounts in your book and turn findings into concrete playbook changes
Customer Success at Scale
Deliver a consistently seamless, professional onboarding experience across every account in your book, regardless of practice size or complexity
Personally engage with practice leadership when executive-level relationship management is warranted
Escalate to company leadership only when an account risk exceeds what you can resolve directly — not as a routine handoff mechanism
Key Objectives
Personally carry and successfully migrate a defined book of the most complex Classic-to-Plus accounts, using Zoho CRM as the system of record for milestones, blockers, and dependencies
Hit time-to-value, adoption, and satisfaction targets for every account in your book
Be the primary source of firsthand insight that keeps the migration playbook accurate as customer segments and product capability evolve
Build a track record and technique that other Implementation Specialists can learn from, without needing a formal management structure to transmit it
Qualifications
5+ years personally running implementation, onboarding, or customer deployment engagements in EHR or comparable healthcare software, including complex or high-risk accounts
Demonstrated ability to independently own and successfully close out large, high-stakes customer transitions with minimal oversight
Strong change-management skills, with experience driving high adoption rates on individual accounts
Comfortable being the last line of defense on an account
Clear, credible communication with practice owners and clinical leadership, and the ability to translate account-level detail into leadership-level updates
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 as a personal account-management tool
Experience mentoring other implementation specialists informally, without formal management responsibility
Familiarity with multiple program types and their workflows — IOP, OMHC, and Psychiatric Rehab — is a plus