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, WATravel Requirement: Up to 20% as neededPosition OverviewICANotes 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 ResponsibilitiesManage a portfolio of mid-sized and large ICANotes client accounts post-implementationConduct on-site and virtual trainings for individual users and teams as neededServe as the primary point of contact for assigned ICANotes accounts, building strong, long-term relationshipsSupport clients with workflow optimization, system adoption, and best practices within ICANotesIdentify client needs and coordinate with internal ICANotes teams including support, training, product, and leadershipProactively monitor account health, engagement, and satisfactionAssist with issue escalation, follow-up, and resolution to ensure timely outcomesParticipate in client meetings, check-ins, and reviews both remotely and on-siteMaintain accurate documentation of client interactions and account activitySupport additional projects, initiatives, or responsibilities as ICANotes continues to grow and evolveQualificationsExperience in account management, client success, training, or other customer-facing rolesComfort working directly with clients in professional on-site environmentsStrong communication, presentation, and interpersonal skillsAbility to manage multiple accounts and priorities simultaneouslyWillingness and ability to travel up to 20% of the timeComfortable working independently while collaborating with cross-functional teamsStrong problem-solving skills with a flexible, solutions-oriented mindsetExperience in healthcare, health IT, SaaS, or regulated environments is a plus, but not requiredPreferred Skills (Not Required)Experience delivering electronic software or workflow trainingFamiliarity with enterprise or mid-market client environmentsBackground in healthcare, behavioral health, or compliance-driven industriesAbility to adapt quickly in a fast-paced, evolving organizationBenefits for full-time domestic employeesHealthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA optionsBasic term and optional term life insuranceShort-term disability (paid for by the company) and long-term disability401(k) and employer-matched retirement planPaid 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.

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