System Implementations Manager (SIM)

This is a remote position.

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.

Requirements

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.

Benefits

• 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.