ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities. 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.
As an Enterprise Implementation Specialist, you will play a key role in onboarding our largest customers. Leading them through the implementation of the ECP platform to meet their clinical, operational, and business needs. You will serve as the primary contact during the initial implementation phase, owning the client’s success from sales close to full use of the ECP software. This includes personalizing the plan, project managing through the process, troubleshooting issues, identifying & mitigating churn risks, and providing proactive solutions when needed. Your main goal will be to drive customers to value quickly, with a focus on minimizing time to value.
- Architect the program plan aligned to the desired business outcomes, scope, and schedule set forth in the sales cycle.
- Establish and operate functions of the program such as project plans, phase-based collateral, and report outs.
- Lead project management, system configuration, and user training, helping communities leverage our software to address their clinical, operational, and business challenges.
- Handle and resolve issues as they arise, offering timely solutions while escalating high-risk items that may impact customer retention.
- Proactively identify and address potential churn risks, implementing effective mitigation strategies to ensure customer satisfaction and retention, all while maintaining a high standard of customer care and service.
- Drive rapid and successful system adoption by guiding customers through the launch phase and ensuring quick time-to-value.
- Provide expert product and service guidance to customers via phone, email, Zoom (on-camera), and on-site visits to ensure optimal use of the ECP software.
- Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress.
- Leverage CRM project management tools to track key project milestones, communicate internally, and ensure timely delivery of implementation tasks.
- Generate product & service reports by analyzing customer data, providing actionable insights to improve their experience.
- Collaborate with team members to achieve collective goals, contributing to the success of ongoing implementation projects and tasks.
- Serve as an advocate for customers' needs, collaborating with cross-functional teams including engineering, product management, customer success and support to deliver effective solutions.
- Travel to the client for on-site training and implementation up to 50%.
Requirements
- Bachelor's degree required
- 5+ years of customer facing experience, 2+ years working with enterprise level clients
- 3+ years implementing SAAS software, 1+ years with enterprise level clients
- Software or web-based implementation experience
- Excellent organizational, presentation, and communication skills
- A love for working with people to help them solve real-world problems
- Experience working with project management software
- Experience communicating with C-level executives to on-floor staff
- Experience working with ECP or another provider of assisted living software is a bonus
- Ability to travel as needed (expected average ~50%, based on customer demand)