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 aSystem 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.

• Comfortablemanaging multiple priorities in a fast-paced setting

• Highly organized with attention to detail.