About the job
ECP is a premier Software as a Service (SaaS) provider dedicated to enhancing the quality of care in senior living communities. With a footprint in over 8,000 communities, we are on a mission to broaden our customer base and expand our product offerings. Join us in our commitment to innovation and excellence.
As an Enterprise Implementation Specialist, you will be instrumental in guiding our largest clients through the onboarding process. Your role will involve leading these clients through the successful implementation of the ECP platform tailored to their clinical, operational, and business needs. You will be the primary liaison during the initial implementation phase, ensuring the client's success from the moment of sale through to full software utilization. This includes customizing implementation plans, managing project timelines, troubleshooting issues, identifying churn risks, and proactively providing solutions when necessary. Your ultimate goal will be to expedite customer value realization while minimizing the time to value.
- Design and architect the implementation program plan in alignment with the business outcomes, scope, and schedule established during the sales cycle.
- Establish and manage program functions, including project plans, phase-based materials, and progress reports.
- Oversee project management, system configuration, and user training, enabling communities to effectively utilize our software for their clinical, operational, and business challenges.
- Address and resolve issues promptly, providing timely solutions and escalating high-risk concerns that could affect customer retention.
- Proactively identify potential churn risks and implement effective strategies to ensure customer satisfaction and retention, maintaining high standards of service.
- Facilitate swift and successful system adoption by guiding customers through the launch phase, ensuring a quick time-to-value.
- Deliver expert product and service guidance to customers through various communication channels including phone, email, Zoom (on-camera), and on-site visits to maximize their ECP software experience.
- Keep customer records in the CRM accurate and current, ensuring timely updates of account information and project status.
- Utilize CRM project management tools to track significant project milestones, communicate with internal teams, and ensure timely execution of implementation tasks.
- Generate product and service reports by analyzing customer data to provide actionable insights for improving their experience.
- Collaborate with team members to achieve collective objectives, contributing to the success of ongoing implementation projects and tasks.
- Act as a customer advocate, working with cross-functional teams including engineering, product management, customer success, and support to deliver effective solutions.
- Be prepared to travel to client sites for on-site training and implementation, with travel up to 50% of the time.

