Director of Implementation

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

Senior living is deeply under-penetrated with software and ECP is one of the largest and fastest-growing software companies in the industry. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.

We are looking for a Director of Implementation to design the process, metrics, and workflows that will improve how we onboard our customers and ensure quality and consistency as we scale. As we expand our customer portfolio, this person will determine how we approach implementing all customers, from SMB to enterprise. You will serve as a point of escalation and a relationship driver for our largest customers, while closely managing the internal team.

We are looking for someone who will operate with a customer-first mentality, always willing to go the extra mile to ensure our customers receive a superior experience as they begin their partnership with ECP. You will play a pivotal role in defining the approach for engagement, delivery, deployment, and onboarding of ECP's customers.

• Lead the implementation team to ensure world-class experiences for our customers, setting a high standard of service customers can expect to receive throughout their lifecycle
• Own and take accountability for ECP's ability to successfully onboard new customers across market segments, location, etc.
• Build trust with ECP customers through training the team on best practices, communication strategies, and interfacing with customers as needed
• Collaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams to provide recommendations on process improvements and deliver to the customers' expectations
• Recommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practices
• Provide a high-touch level of service with our most important enterprise customers
• Equip the team with tools, resources, and training required to successfully adopt new processes and adhere to existing implementation guidelines
• Create customized training packages that can be presented in remote or onsite forums to train and clearly explain the benefits, best practices, and functionality of ECP's products
• Advise the team how to configure implementation strategy and approach to fit the customer's needs and requirements
• Develop and maintain industry knowledge and understand our customers' challenges and opportunities that may inform how we can improve the service we provide; become an ECP product expert
• Monitor and manage team workload and performance to ensure SLAs, KPIs, and objectives are met
• Hire, grow, and develop the team while creating a high-performance culture built around achievement, productivity, retention, and employee growth
• Maintain an open-door communication policy with the team
• Ensure team is following compliance and security best practices, specifically, adhering to HIPAA regulations

Requirements

• Bachelor's degree
• 3+ years experience leading a customer-facing team
• 5+ years of large scale, enterprise project/program management experience working with external customers
• Experience in a SaaS environment
• Ability to use CRM tools to develop metrics, dashboards, and automation to measure and improve implementation outcomes
• Prior experience building new processes from scratch
• Professional presence and poise
• Experience defusing tense and escalated situations
• Strong empathy for customers and staff
• Strong communication and listening skills to provide coaching, take feedback, and facilitate issue resolution
• Ability to quickly understand, assess and address customers' challenges and effectively work towards resolution
• Deep understanding of customer service
• Experience working in fast-paced growth environments
• Highly organized
• An early adopter of tools to streamline workflows
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities
• Willingness to travel as needed