System Implementations Manager (SIM)

Accountabilities:: Prepare for and lead customer kickoff meetings and manage implementation projects from initiation through go-live. Manage onboarding timelines, tasks, and weekly status updates using Asana. Conduct virtual training sessions, product walkthroughs, and knowledge-sharing sessions to ensure customers understand the system. Create and manage JIRA tickets related to data imports, customer requests, configurations, and implementation issues. Coordinate with Product Owners on feature requests, enhancements, and customer-specific configurations. Serve as the primary customer contact throughout the onboarding process, providing timely and professional communication. Troubleshoot technical and implementation issues through email and phone while ensuring effective resolution. Build strong, empathetic, and professional relationships with customers and communicate completed enhancements or requested configurations. Conduct monthly webinars and educational sessions for the user community. Collaborate closely with Customer Success, Sales, Product, and System Implementation teams to support customer outcomes. Identify opportunities to improve customer value and contribute to onboarding resources, guides, videos, demos, and presentations. Provide backup support to implementation and customer success functions and contribute to business development activities through networking and relationship building. Requirements: Minimum 2 years of experience working in DDA/IDD organizations, preferably in an administrative, implementation, or project management capacity. Strong analytical, troubleshooting, and problem-solving skills, with the ability to manage implementation challenges independently. Excellent verbal and written communication skills and confidence working directly with customers and internal stakeholders. Strong project management skills, including the ability to plan, coordinate, and manage multiple implementation activities simultaneously. Ability to work independently and stay organized in a fully remote environment. Customer-focused mindset with strong relationship-building and service skills. Experience supporting a software product or providing technical support is preferred. Experience in Assisted Living or Adult Day programs is a plus. Familiarity with JIRA and Asana is preferred. Project management certification or equivalent hands-on experience is beneficial. Self-motivated, positive, proactive, and comfortable working in a fast-paced environment. Highly organized, detail-oriented, collaborative, and committed to continuous process improvement. Benefits: Competitive salary and benefits package. Fully remote work environment. Dynamic and collaborative team culture. Opportunities for professional growth and skill development. Opportunity to take ownership of client implementations and onboarding initiatives. Exposure to healthcare technology, software implementation, project management, and customer success. Opportunity to contribute to the modernization and improvement of technology supporting healthcare and human services organizations.