Account Manager (On-Site Training & Client Success)

The position is partially remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA

• Travel Requirement: Up to 20% as needed

Position Overview

ICANotes is expanding our Account Management team and is seeking a highly adaptable, relationship-driven Account Manager to support mid-sized and enterprise-level clients following implementation. This role is ideal for someone who is comfortable working directly with clients both remotely and on-site, delivering training, supporting adoption, and serving as a trusted point of contact throughout the client lifecycle.

This position plays a key role in ensuring client satisfaction, retention, and long-term success by providing hands-on support, coordinating internal resources, and responding to evolving client needs. The Account Manager must be flexible, highly communicative, and willing to travel on-site up to 20% of the time when needed.

Key Responsibilities

• Manage a portfolio of mid-sized and large ICANotes client accounts post-implementation
• Conduct on-site and virtual trainings for individual users and teams as needed
• Serve as the primary point of contact for assigned ICANotes accounts, building strong, long-term relationships
• Support clients with workflow optimization, system adoption, and best practices within ICANotes
• Identify client needs and coordinate with internal ICANotes teams including support, training, product, and leadership
• Proactively monitor account health, engagement, and satisfaction
• Assist with issue escalation, follow-up, and resolution to ensure timely outcomes
• Participate in client meetings, check-ins, and reviews both remotely and on-site
• Maintain accurate documentation of client interactions and account activity
• Support additional projects, initiatives, or responsibilities as ICANotes continues to grow and evolve

Qualifications

• Experience in account management, client success, training, or other customer-facing roles
• Comfort working directly with clients in professional on-site environments
• Strong communication, presentation, and interpersonal skills
• Ability to manage multiple accounts and priorities simultaneously
• Willingness and ability to travel up to 20% of the time
• Comfortable working independently while collaborating with cross-functional teams
• Strong problem-solving skills with a flexible, solutions-oriented mindset
• Experience in healthcare, health IT, SaaS, or regulated environments is a plus, but not required

Preferred Skills (Not Required)

• Experience delivering electronic software or workflow training
• Familiarity with enterprise or mid-market client environments
• Background in healthcare, behavioral health, or compliance-driven industries
• Ability to adapt quickly in a fast-paced, evolving organization

Benefits for full-time domestic employees

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company) and long-term disability
• 401(k) and employer-matched retirement plan
• Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)

Note: This job description is not intended to be all-inclusive. Staff may perform other related duties as negotiated to meet the ongoing needs of the organization.