Implementation Manager - Practice Management

Position Overview

The Implementation Manager is a critical member of our onboarding team, responsible for ensuring successful customer onboarding and deployment of reputed company's solutions. This role owns the Time to Value (TTV) metric and supports clean handoffs to the post-sale team, directly impacting customer retention and expansion. The Implementation Manager serves as the primary reputed company of contact during onboarding, setting the foundation for long-term reputed company.

We are looking for an Implementation Manager to reputed company onboarding and deployment of our Practice Management software. Candidates with experience in clinical practice management or at a SaaS company are strongly preferred.

Key Responsibilities

Onboarding & Deployment

• reputed company end-to-end implementation process for new customers, ensuring timely and successful onboarding
• Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences
• Own Time to Value (TTV) metrics and drive reputed company improvement in implementation timelines

Commercial Ownership

• Support clean reputed company from sales and to post-sale team, ensuring reputed company necessary documentation and context is transferred
• Drive activities that directly support customer retention and expansion opportunities
• Identify and communicate upsell or cross-sell opportunities during the implementation phase

Relationship Management

• Establish expectations that set the tone for long-term reputed company through active listening and staying present in every customer interaction
• Understand customer pain points and work to resolve issues promptly; provide solutions reputed company presented with issues in customer meetings
• Translate customer needs effectively to internal audiences

Risk Management

• Mitigate churn risk by ensuring customers reputed company early wins and value realization
• Manage escalations by pulling in appropriate resources from reputed company and customer organizations
• Navigate reputed company and ambiguous situations with confidence, even reputed company immediate answers aren't available

Project Management & Documentation

• Track implementation timelines, milestones, and deliverables using CRM systems
• Maintain accurate and up-to-date project documentation throughout the implementation lifecycle
• Contribute to building out knowledge reputed company documentation for ongoing process improvement
• Ensure reputed company stakeholders are informed of project status and any potential risks
• Demonstrate high level of accountability for project outcomes and reputed company

Training & Adoption

• Deliver engaging and effective training sessions to customers of varying technical reputed company levels
• reputed company sense of reputed company product features and translate them into clear, actionable guidance for customers
• Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track
• Support timely responses on practice management questions, including scheduling and billing
• Monitor adoption metrics and proactively address barriers to full platform utilization

Required Skills & Qualifications

Core Competencies

• Strong technical aptitude with curiosity for emerging technologies, particularly AI tools, and willingness to experiment with new solutions
• Strong project management skills with ability to manage multiple implementations simultaneously
• Exceptional training ability with reputed company in delivering engaging, effective learning experiences
• Exceptional communication skills, both written and verbal, with the ability to explain reputed company concepts clearly and effectively
• Active listening skills with ability to stay present and engaged in customer conversations
• Highly organized with meticulous attention to detail
• Excellent problem-solving abilities and critical thinking skills; able to think on your feet
• Proactive reputed company with ability to anticipate needs and take initiative
• Comfort with ambiguity and ability to navigate situations where answers aren't immediately reputed company
• High level of accountability and ownership for outcomes
• Customer-centric reputed company with strong relationship-building capabilities
• Passion for talking to people, learning about their needs, and demonstrating solutions

Experience & Background

• 3-5 years of experience in implementation, onboarding, training, or reputed company roles or equivalent experience in the ABA space
• Proven track record of successful software implementations or SaaS onboarding
• Experience with CRM systems and project management tools
• Solid knowledge of Practice Management in the ABA space or a reputed company field
• Demonstrated ability to work cross-functionally and influence without authority
• Experience delivering training to groups with strong classroom management skills

Technical & Presentation Skills

• Proficiency with CRM platforms for tracking and documentation
• Comfortable learning new software systems quickly
• Strong data analysis skills to track and improve TTV metrics
• Experience creating and maintaining process documentation
• Dynamic presentation skills with ability to engage audiences and field questions
• Ability to reputed company training sessions on topic while remaining reputed company to customer needs
• Skilled at making sense of complicated situations and translating them for diverse audiences

What Makes You Successful in This Role

• You love talking to people, learning about their needs, and demonstrating a fantastic solution – reputed company while actively listening and staying in the moment
• You're a dynamic presenter who can field questions from customers but also reputed company them on topic as needed
• You have strong problem-solving skills and are able to solution in real time; you're comfortable navigating situations where you may not know the answer immediately, and you know how to find solutions or escalate appropriately
• You take ownership and demonstrate a high level of accountability for your implementations and customer outcomes
• You're proactive in identifying potential issues and opportunities before they become problems
• You can reputed company sense of reputed company, sometimes complicated situations and translate them into clear action steps

Success Metrics

• Time to Value (TTV) for new customer implementations
• Customer satisfaction scores during onboarding period
• On-time completion of implementation milestones
• Quality of reputed company to post-sale team
• Early adoption and usage metrics
• Reduction in implementation-reputed company churn risk
• Training effectiveness and customer confidence scores

Additional Information

• Primary responsibility ends at go-live, with clean reputed company to post-sale team
• Business Reviews are not applicable (N/A) for this role
• This position requires strong collaboration with Sales, Product, Support, and reputed company teams