ECP is hiring an Implementation Team Manager to lead the team responsible for onboarding our customers. In this role, you will define processes, metrics, and workflows to ensure quality and consistency as we scale. You will serve as a point of escalation for our largest customers while managing and developing the internal team.
What You'll Do
- Lead the implementation team to ensure a high standard of service for customer onboarding.
- Take accountability for ECP’s ability to successfully onboard new customers across market segments.
- Build customer trust by training the team on best practices, communication strategies, and direct customer interaction.
- Collaborate cross-functionally with Sales, Customer Support, Customer Success, and Product teams to recommend process improvements.
- Recommend, develop, and execute new processes and policies to improve business outcomes.
- Provide a high-touch level of service to our most important enterprise customers.
- Equip the team with the tools, resources, and training needed to adopt new processes and adhere to guidelines.
- Create customized training packages for remote or onsite forums.
- Advise the team on configuring implementation strategy and approach to fit customer needs.
- Develop and maintain industry knowledge and 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 fostering a high-performance culture.
- Maintain an open-door communication policy with the team.
- Ensure the team follows compliance and security best practices, specifically adhering to HIPAA regulations.
What We're Looking For
- 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 and flexibility to travel as needed (typically at least 25-30% on average).
Nice to Have
- HubSpot experience is a plus, but not required.
Team & Environment
You will manage the internal implementation team and collaborate closely with current managers and leaders across the company.
Work Mode
This is a hybrid position open to candidates in the United States.
ECP is an equal opportunity employer.
