The Senior Implementation Manager personally owns a book of the company's most complex ICANotes Plus implementations and Classic-to-Plus migrations from kickoff through go-live through adoption.
This is not a management-of-managers role: it's the person practices call when the migration is large, messy, or politically sensitive, and the person Product and CS turn to for ground-truth on what's actually breaking during migration. You carry a live caseload every day, and your credibility comes from what you personally deliver, not from what a team under you delivers.
Alongside your own book, you're the most senior execution voice in the function — the first person consulted when the playbook needs to change, and the natural mentor for other specialists, without formal management responsibility for them.
Key Responsibilities
Own a Book of Implementations (primary responsibility)
- Personally run a portfolio of concurrent Classic-to-Plus migrations and new-practice onboardings, end to end — kickoff, configuration, training, go-live, and post-go-live stabilization
- Be the single point of accountability for every account in your book: milestone adherence, timeline, satisfaction, and time-to-value
- Serve as your accounts' primary relationship owner, including with practice owners, office managers, and clinical leads
- Carry the highest-risk, highest-visibility, and multi-entity migrations as your core caseload — not as occasional escalations layered on top of someone else's work
Migration & Onboarding Execution
- Drive each account through the full migration lifecycle using the current playbook, adapting sequencing and pacing to the practice's size, workflow complexity, and risk tolerance
- Use Zoho CRM as the system of record for your own book — milestones, blockers, dependencies, and status kept current in real time
- Identify migration risk early (data conversion issues, workflow mismatches, staff adoption resistance) and resolve or escalate before it threatens the account
- Run post-go-live check-ins to confirm adoption is sticking, not just that go-live happened
Playbook & Process Contribution
- Feed what you learn from your own accounts directly back into the migration methodology — you're a primary source of what the playbook gets wrong, not just an executor of what it gets right
- Partner with Product on migration eligibility, sequencing, and risk-tolerance questions using firsthand account evidence
- Help onboard and mentor other Implementation Specialists on complex-account technique, informally and by example rather than as a formal reporting line
Cross-Functional Partnership
- Work directly with Product, Support, and Training to unblock your own accounts — you own resolution of the specific blockers hitting your book, not systemic process redesign
- Surface account-level data and narrative that feeds into leadership's portfolio-level and board/Sheridan-facing reporting on migration health
Reporting & Accountability
- Report the health of your own book to leadership on a regular cadence: at-risk accounts, timeline adherence, satisfaction signals, and root causes of delay
- Own your book's KPIs (time-to-value, adoption rate, satisfaction, timeline adherence) and be personally accountable for hitting them
- Lead your own post-implementation reviews for troubled accounts in your book and turn findings into concrete playbook changes
Customer Success at Scale
- Deliver a consistently seamless, professional onboarding experience across every account in your book, regardless of practice size or complexity
- Personally engage with practice leadership when executive-level relationship management is warranted
- Escalate to company leadership only when an account risk exceeds what you can resolve directly — not as a routine handoff mechanism
Key Objectives
- Personally carry and successfully migrate a defined book of the most complex Classic-to-Plus accounts, using Zoho CRM as the system of record for milestones, blockers, and dependencies
- Hit time-to-value, adoption, and satisfaction targets for every account in your book
- Be the primary source of firsthand insight that keeps the migration playbook accurate as customer segments and product capability evolve
- Build a track record and technique that other Implementation Specialists can learn from, without needing a formal management structure to transmit it
Qualifications
Required
- 5+ years personally running implementation, onboarding, or customer deployment engagements in EHR or comparable healthcare software, including complex or high-risk accounts
- Demonstrated ability to independently own and successfully close out large, high-stakes customer transitions with minimal oversight
- Strong change-management skills, with experience driving high adoption rates on individual accounts
- Comfortable being the last line of defense on an account
- Clear, credible communication with practice owners and clinical leadership, and the ability to translate account-level detail into leadership-level updates
Preferred
- Prior experience specifically with behavioral health or mental health practices
- Experience partnering with Product on migration strategy, segmentation, or retention analysis
- Familiarity with Zoho CRM as a personal account-management tool
- Experience mentoring other implementation specialists informally, without formal management responsibility
- Familiarity with multiple program types and their workflows — IOP, OMHC, and Psychiatric Rehab — is a plus