ECP is looking to expand its customer base and the scope of its services by developing and releasing new products. The company needs to onboard new customers and ensure they successfully implement the ECP software to meet their clinical, operational, and business needs, driving customers to value quickly and minimizing time to value.
Requirements
- 1+ years implementing SAAS software
- Software or web-based implementation experience
- Experience working with project management software
- Experience working with ECP or another provider of assisted living software is a bonus
Responsibilities
- Lead project management, system setup, 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.
Other
- Bachelor's degree required
- 2+ years of customer facing experience
- Excellent organizational, presentation, and communication skills
- A love for working with people to help them solve real-world problems
- Ability to travel as needed (expected up to 25% on average, based on customer demand)
