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.