CentralReach is a leading provider of autism and IDD care software for Applied Behavior Analysis (ABA), multidisciplinary therapy, and special education. Trusted by more than 200,000 users, we enable therapy providers, educators, and employers to scale the way they deliver ABA and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction.
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.
Backed by Roper Technologies, Inc. (Nasdaq: ROP), CentralReach is entering an exciting phase of growth, innovation, and scale.
Recognized as one of the best places to work over 10 times by organizations such as Inc, Built In, and NJBIZ, our culture is centered around impact, inclusion, and flexibility. As a hybrid company with collaborative offices in Ft. Lauderdale, FL; Holmdel, NJ; and Verona, Italy, we foster a workplace where top talent can thrive and make a real difference in the lives of those we serve.
We offer competitive compensation, comprehensive health benefits, generous PTO, 401(k) matching, and paid parental leave to our full-time employees. Our team members also enjoy hybrid work schedules, career development support, wellness programs, and opportunities to give back through CR Cares™, our community engagement initiative.
Be part of a market leader driving the future of care. Explore opportunities at centralreach.com/careers.
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