Implementation Manager – ICANotes Plus

ICANotes LLC

full-time

Posted on: 1/13/2026

Location Type: Remote

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About the role

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.

Proven experience managing implementation processes, preferably in SaaS or healthcare technology.
Demonstrated success in leading and mentoring teams to achieve business objectives.
Strong problem-solving and organizational skills with keen attention to detail.
Excellent communication and interpersonal skills to foster strong relationships with customers and internal teams.
Plus Product certification required within the first 60 days of employment.

Benefits

Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
Basic term and optional term life insurance
Short-term disability (paid for by the company) and long-term disability
401(k) and employer-matched retirement plan
Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)

Tip: use these terms in your resume and cover letter to boost ATS matches.

implementation processesworkflow designcustomer onboardingsuccess metrics trackingproblem-solvingorganizational skillsattention to detail

communication skillsinterpersonal skillsleadershipmentoringcollaboration

Product certification