Clinical ABA Implementation Manager

We are seeking a highly skilled and motivated SaaS EMR Implementation Manager to join our team. The Implementation Manager will lead SaaS implementation projects, ensuring a smooth transition from sales to implementation and providing exceptional support throughout the process. This role requires fundamental project management skills, technical expertise, and excellent communication abilities. 

Key Accountabilities: 

• Lead the end-to-end implementation process for new customers, including project planning, requirements gathering, configuration, testing, training, and go-live support. 

• Develop and maintain project plans, timelines and related documentation to track progress and ensure adherence to deadlines. 

• Schedule and facilitate project meetings with agendas and minutes, as required. 

• Understand and document the customer's business processes and industry-specific requirements. 

• Conduct thorough system configuration based on customer requirements, ensuring optimal setup and customization of the EMR software. 

• Coordinate and facilitate training sessions for users, ensuring they are equipped with the knowledge and skills to effectively use the EMR system. 

• Develop and deliver customized training materials and resources, such as user guides, video tutorials, and FAQs, as required. 

• Act as a subject matter expert on our EMR software, staying current with product updates and enhancements.  

• Oversee data management, assist in workflow testing and product validation, and provide post-implementation support. 

• Participate in quality assurance activities to ensure the implementation meets required standards. 

• Be curious about customer use cases and processes and find satisfaction in creating solutions for them to become more efficient. 

• Collect feedback from customers and internal teams to identify areas for improvement in the implementation process. 

• Identify opportunities for upselling and cross-selling additional products and services to existing customers. 

• Coordinate with internal teams and customers to address and resolve any technical or operational challenges. 

• Create and maintain project documentation in the system of record 

 

Desired Skills and Experience: 

• Fundamental understanding of project management principles and methodologies.  

• Knowledge of SaaS products and industry-specific applications, including data import/export and product configuration processes.  

• Customer-focused mindset with strong organizational, problem-solving, and troubleshooting abilities.   

• Excellent communication, presentation, and interpersonal skills for managing multiple priorities and deadlines. 

• Education or experience in customer onboarding, implementation, or support for SaaS products.  

• Bachelor's degree in Business, Information Technology, or a related field. 

 

Metrics for Success/Performance Evaluation: 

• Compliance with established project processes and methodologies.   

• Maintain on time delivery of projects  

• Drive high customers satisfaction and NPS  

• Quickly mitigate project issues to ensure project success.  

• Consistent and efficient management of project resources.