ICANotes LLC

Implementation Specialist

• Partner with Sales/CS to ensure identified candidates are migration eligible (if applicable)
• Actively participate in customer implementations, providing hands-on guidance for both new customers and those transitioning from the classic ICANotes program.
• Track customer touchpoints in Zoho and liaise with other internal teams to ensure milestones are met
• Serve as the escalation point for complex implementation challenges.
• Design, refine, and implement workflows to improve the efficiency and effectiveness of the implementation process.
• Collaborate with cross-functional teams (e.g., product, support, training) to identify and resolve process bottlenecks.
• Ensure a seamless onboarding experience, addressing customer concerns promptly and effectively.
• Monitor and act on customer feedback to enhance implementation quality and satisfaction.
• Track and report implementation progress, success metrics, and challenges in regular meetings and to leadership.
• Ensure implementation timelines, quality benchmarks, and customer satisfaction goals are consistently met.
• Develop a handoff process for post go live customers to transition to the Account Management team.

Implementation Manager – ICANotes Plus

Account Manager

• Manage a portfolio of mid-sized and large ICANotes client accounts post-implementation
• Conduct on-site and virtual trainings for individual users and teams as needed
• Serve as the primary point of contact for assigned ICANotes accounts, building strong, long-term relationships
• Support clients with workflow optimization, system adoption, and best practices within ICANotes
• Identify client needs and coordinate with internal ICANotes teams including support, training, product, and leadership
• Proactively monitor account health, engagement, and satisfaction
• Assist with issue escalation, follow-up, and resolution to ensure timely outcomes
• Participate in client meetings, check-ins, and reviews both remotely and on-site
• Maintain accurate documentation of client interactions and account activity
• Support additional projects, initiatives, or responsibilities as ICANotes continues to grow and evolve

Implementation Manager – ICANotes Plus

Account Manager – On-Site Training, Client Success