ECP is seeking an Enterprise Implementation Specialist to lead the implementation of our platform for our largest customers. You will serve as the primary customer contact from sales close to full software adoption, architecting program plans, managing projects, configuring systems, and providing training to drive rapid value.
What You'll Do
- 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.
- 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.
- 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 and 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.
- Travel to the client for on-site training and implementation up to 50%.
What We're Looking For
- Bachelor's degree
- 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
- Ability to travel as needed (expected average ~50%, based on customer demand)
Nice to Have
- Experience working with ECP or another provider of assisted living software
ECP is an equal opportunity employer.
