ICANotes LLC

Implementation Specialist

• Personally run a portfolio of concurrent Classic-to-Plus migrations and new-practice onboardings end to end, including kickoff, configuration, training, go-live, and post-go-live stabilization
• Own milestone adherence, timelines, satisfaction, and time-to-value for every account
• Serve as primary relationship owner for practice owners, office managers, and clinical leads
• Carry the highest-risk, highest-visibility, and multi-entity migrations as the core caseload
• Drive accounts through the migration lifecycle, adapting sequencing and pacing to practice size, workflow complexity, and risk tolerance
• Maintain milestones, blockers, dependencies, and status in Zoho CRM in real time
• Identify and resolve or escalate migration risks, including data conversion issues, workflow mismatches, and staff adoption resistance
• Run post-go-live check-ins to confirm sustained adoption
• Feed firsthand account learnings into the migration methodology and playbook
• Partner with Product on migration eligibility, sequencing, and risk-tolerance questions
• Informally onboard and mentor other Implementation Specialists on complex-account techniques
• Work with Product, Support, and Training to unblock account-specific issues
• Surface account-level data and narrative for leadership and board/Sheridan-facing migration-health reporting
• Report book health, at-risk accounts, timeline adherence, satisfaction signals, and delay root causes to leadership
• Own KPIs including time-to-value, adoption rate, satisfaction, and timeline adherence
• Lead post-implementation reviews for troubled accounts and convert findings into playbook changes
• Personally engage practice leadership when executive-level relationship management is warranted
• Escalate to company leadership only when account risk exceeds direct resolution capacity

Senior Implementation Manager