Senior Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of simultaneous Classic-to-Plus migrations and new-practice onboarding from start to finish, which includes kickoff, configuration, training, go-live, and post-go-live stabilization.

• Take ownership of milestone adherence, timelines, customer satisfaction, and time-to-value for each account.

• Act as the primary relationship manager for practice owners, office managers, and clinical leads.

• Handle the highest-risk, highest-visibility, and multi-entity migrations as your main responsibilities.

• Guide accounts through the migration lifecycle, adjusting sequencing and pacing based on practice size, workflow complexity, and risk tolerance.

• Keep real-time updates on milestones, blockers, dependencies, and status in Zoho CRM.

• Identify and either resolve or escalate migration risks, including issues related to data conversion, workflow mismatches, and resistance to staff adoption.

• Conduct post-go-live check-ins to ensure ongoing adoption.

• Contribute firsthand insights from accounts back into the migration methodology and playbook.

• Collaborate with Product on questions regarding migration eligibility, sequencing, and risk tolerance.

• Informally onboard and mentor other Implementation Specialists on strategies for complex accounts.

• Work alongside Product, Support, and Training teams to resolve account-specific issues.

• Present account-level data and narratives for leadership and board/Sheridan-facing migration health reporting.

• Report on book health, at-risk accounts, adherence to timelines, satisfaction indicators, and root causes of delays to leadership.

• Take ownership of KPIs such as time-to-value, adoption rate, satisfaction, and timeline adherence.

• Lead post-implementation reviews for accounts facing challenges and transform findings into changes in the playbook.

• Engage with practice leadership personally when executive-level relationship management is required.

• Escalate issues to company leadership only when account risk surpasses direct resolution capacity.

⛳️ Requirements

• 5+ years of experience in managing implementation, onboarding, or customer deployment projects in EHR or similar healthcare software, particularly with complex or high-risk accounts.

• Proven track record of independently managing and successfully completing large, high-stakes customer transitions with minimal oversight.

• Strong change management capabilities, with a history of driving high adoption rates for individual accounts.

• Comfortable serving as the last line of defense for an account.

• Ability to communicate clearly and credibly with practice owners and clinical leadership.

• Skillful in translating account-level details into updates suitable for leadership.

• Prior experience specifically with behavioral health or mental health practices is preferred.

• Experience collaborating with Product on migration strategy, segmentation, or retention analysis is preferred.

• Familiarity with Zoho CRM as a personal account management tool is preferred.

• Experience in informally mentoring other implementation specialists without formal management responsibilities is preferred.

• Familiarity with IOP, OMHC, and Psychiatric Rehab program types and workflows is a plus.

🏝️ Benefits

• Competitive salary.

• Opportunities for professional development and growth.

• Supportive work environment.

• Comprehensive benefits package.