Enterprise Software Implementation Specialist

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 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 critical role in helping to define the approach for engagement, delivery, deployment, and onboarding of ECP's enterprise customers.

• Lead enterprise customer implementation processes, providing world-class experiences for our customers and setting a high standard of service customers can expect to receive throughout their lifecycle
• 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 for enterprise customers
• Become an industry and ECP product expert and understand how our software can help customers solve their clinical, operational, and business needs
• Collaborate closely with Sales and Customer Success to ensure a strong hand-off of relationship management throughout the customer lifecycle
• Troubleshoot any issues that will inevitably arise and offer solutions to remediate
• Identify at risk implementations and escalate solutions proactively
• Maintain customer records by updating account information in the CRM
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related tasks and results as needed
• Follow compliance and security best practices, specifically, adhering to HIPAA regulations
• Mentor junior team members as needed
• Assist with implementing customers in other market segments, or provide oversight on specific customer engagements, as needed

Requirements

• Bachelor's degree
• 3+ years customer-facing experience
• 1+ years of enterprise project/program/implementation management experience
• Software or web-based implementation experience required, ideally in a SaaS environment
• Ability to use CRM tools to develop metrics, dashboards, and automation to measure and improve implementation outcomes
• Professional presence and poise, strong presentation skills
• 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
• Highly organized
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities
• Willingness to travel as needed when engaging with enterprise customers, including within the sales cycle