Implementation Manager

CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis 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 & 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.

CentralReach was developed for Clinicians by Clinicians. The story of CentralReach begins in 2012 when the company's founder, a practicing Board Certified Behavioral Analyst, decided there had to be a better way to manage her operations so she could spend more time on what mattered most - working with her clients and patients. To help ABA practices focus on what they do best, CentralReach launched the first iteration of its EMR and practice management platform.

Today, under the leadership of Chris Sullens, an award-winning CEO in the technology space, CentralReach is committed to their mission of providing cutting-edge technology and services to help clinicians and educators produce superior client and patient outcomes. Already a market leader, CentralReach is expected to grow exponentially through its four core tenets: hire and develop great people; build industry-leading products; provide exceptional service to customers and continuously invest in systems, processes and infrastructure.

We value our employees and offer a robust benefits package including health and dental, paid time off, life insurance, disability coverage and a 401(k) matching. We also provide comprehensive onboarding, ongoing training, mentoring and career pathing to help you develop your career. We pride ourselves on our fun and energetic environment that also provides our employees with a meaningful way to make a difference by helping clinicians and educators produce superior outcomes for children and adults with disabilities.

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