System Implementations Manager; SIM

iCareManager is a HIPAA-compliant, SOC 2 Type II certified web-based EHR and management platform for IDD, assisted living, ICF, and human services providers. We have been live since 2011 and serve hundreds of provider organizations across 30-plus states. Our modules include eMAR, Care Tracker, ISP and PCP planning, incident reporting, billing, fleet management, and nursing assessments.
We also build a family of AI products, including eMAR.ai, emrgen.ai, iddbilling.ai, and LIFEPlan.ai. Billing sits at the center of that work, because it is where provider organizations either get paid or do not.

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.

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.

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.

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.

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.

Plan, execute, and manage the entire implementation lifecycle.

Strong problem-solving skills and commitment to delivering exceptional service.

Clear, frequent updates to clients and internal stakeholders.

Effective teamwork across departments and disciplines.

Proactively suggest improvements for both product and processes.

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).

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.

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.