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Implementation Manager

About The Company

Icon (goicon.com Formerly known as Caremerge & VoiceFriend) is a fast-growing SaaS business focused on building a leading technology platform in the senior care market. Our mission is to improve the aging experience through empowering senior care communities with unparalleled communication and engagement technology. At Icon, you will collaborate with multiple teams, work across disciplines, and encounter many challenges that are new and exciting. Each day you’ll be working towards profoundly transforming senior care. We are a remote team, although most of our employees are in the New England and Greater Chicago areas.

About The Role

As an Implementation Manager at Icon, you will oversee the seamless implementation of our software solutions and integrations for our customers. Working closely with various stakeholders, including customers, internal teams, and third-party vendors, you will ensure that the implementation process is efficient, timely, and meets each customer’s specific requirements. This is a remote position with occasional travel required. 

Responsibilities

  • Project Management: Lead the end-to-end implementation process, including project planning, resource allocation, milestone tracking, and risk management. Create and maintain project plans, ensuring all tasks are completed within the defined timelines and budget.
  • Customer Engagement: Serve as customers’ primary point of contact throughout the implementation process. Build strong relationships with customer stakeholders, understand their unique business needs, and effectively communicate the value of our solutions.
  • Requirements Gathering: Work closely with customers to gather and document their requirements, ensuring a deep understanding of their business processes and objectives. Translate these requirements into actionable implementation plans.
  • Solution Configuration: Collaborate with the product team to configure our software solutions according to customer needs. Ensure the configured solutions align with the customers’ requirements and deliver the expected business outcomes.
  • Integrations Assistance: In coordination with the appropriate product manager, support the planning and execution of integrations between our solutions and third-party systems, such as CRMs, billing software, and other business applications, to ensure seamless data flow and interoperability.
  • Requirements Analysis: Collaborate with customers and internal teams to understand integration requirements, data mapping, and the specific workflows that need to be supported by the integrations.
  • Data Migration: Oversee the smooth migration of data from legacy systems to the new integrated environment, ensuring data accuracy, completeness, and compliance with regulatory requirements.
  • Customer Assistance: Provide timely and practical customer support via various channels, including phone, email, and chat, to address inquiries, troubleshoot issues, and guide product usage.
  • Issue Resolution: Investigate and resolve customer-reported problems, escalating complex issues to the appropriate internal teams and following up with customers to ensure satisfactory resolution.
  • Product Knowledge: Develop a deep understanding of our products and services to offer comprehensive assistance and educate customers on features, functionalities, and best practices.
  • Documentation: Contribute to creating and maintaining a knowledge base with FAQs, troubleshooting guides, and best practices to empower customers with self-service options and improve overall support efficiency.
  • Customer Feedback: Gather and relay customer feedback to the product and development teams to help drive product improvements and enhancements based on customer needs and pain points.
  • Team Leadership: Provide guidance and support to internal implementation teams, including product managers, engineers, QA, etc. Foster a collaborative and results-driven work environment to ensure the successful delivery of projects.
  • Change Management: Develop and implement change management strategies to facilitate the smooth transition to the new software solutions. Proactively address any resistance to change and ensure user adoption and satisfaction.
  • Training and Support: Coordinate the training of customer users on the new software solutions, both remotely and in-person,  providing comprehensive training materials and support resources. Ensure that customers are equipped to leverage the full potential of the implemented solutions.
  • Continuous Improvement: Identify process improvement and optimization opportunities in the implementation methodology. Contribute to developing and refining best practices and standards for implementation excellence.

  • Other duties as assigned.

Competencies

How we expect the person to operate while fulfilling the above responsibilities:

Proactive Problem Solver: You don’t wait for customers to come to you; you go to them. You can identify issues and solutions for issues both internally and externally with customers. You deeply understand how the product works, what outcomes the customer is trying to achieve in their business, and practices the industry is encouraging, and you push customers to make changes to achieve success. Internally, you can identify issues – within teams and cross-functionally- and present ideas for how to solve those issues.

Passionately Curious and Applied Thinker: You seek to learn and understand how our product, customers, and Senior Living industry work. As you learn and grow, you find ways to spread that knowledge in different ways- across more customers or apply that thinking to different use cases or scenarios.

Excellent and Transparent Communicator: You communicate openly, transparently, and often. You can take complex technical jargon, break it down, and explain it to customers easily. You understand the value Icon drives for businesses, can support QBRs/EBRs, emails, and meetings (any and all communications) in a way that showcases and continuously proves value back to a customer so that the result is: “yes, Icon is valuable, and I need it as part of my tech stack”; you can organize data and information in a way to influence action cross-departmentally (for example, needed product enhancements or process changes to better the customer experience). You take pride in ensuring everyone is on the same page (internally and externally).

Data-Driven with a Sense of Urgency Actor: You use data to understand how customers are doing. You are quick to respond and act with urgency to resolve issues. When customers and internal teams seek help, we don’t rest on our laurels; we act quickly and get things done.

Results-Oriented Team Player: You are driven to perform, seek new and better ways of doing things, and work together with your teammates to solve problems. You care about helping the team achieve collective results—if the team misses the goal, we all miss the goal.

Self-Directed, Self-Starter: You don’t need oversight to know what to work on, when, and why. You are self-motivated to achieve an end goal without hand-holding. You will find ways to solve problems or find a way forward (not excuses), even if the path ahead is murky or not fully defined.

Delightful Worker: You approach your work and team with positivity and optimism. You are sympathetic to our customers’ needs, listen to their needs, and find ways to approach and solve those problems with a personalized, upbeat approach.

Qualifications & Attributes

  • A bachelor’s degree in Business Administration, Computer Science, Project Management, or another related field is strongly recommended. A master’s degree or equivalent experience is a plus

  • Proven experience in a similar role, managing the implementation of complex software solutions, preferably in the SaaS industry.

  • Strong project management skills, with a track record of successfully leading multiple implementation projects simultaneously.

  • Exceptional communication and interpersonal skills, with the ability to build trusted relationships with customers and internal teams.

  • Deep understanding of software implementation best practices, including requirements gathering, solution configuration, testing, and training.

  • Experience in change management and user adoption strategies, able to drive successful change within customer organizations

  • Proficiency in using project management and collaboration tools, such as Jira, Salesforce, Slack, Gsuite, Microsoft Office, and others.

  • Relevant certifications in project management, change management, or software implementation methodologies are preferred but optional.

Featured Benefits

Please send your resume and cover letter recruitment@goicon.com. Thank you!

2045 W Grande Ave, Suite B
PMB: 20577
Chicago, IL 60612

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