ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities across the country. 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. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.
We are looking for an Implementation Team Manager to define the process, metrics, and workflows that will improve how we onboard our customers and ensure quality and consistency as we scale. As we expand our customer portfolio, this person will determine how we approach implementing all customers, from SMB to enterprise. You will serve as a point of escalation and a relationship driver for our largest customers, while closely managing the internal team.
We are looking for someone who will operate with a customer-first mentality, always willing to go the extra mile to ensure our customers receive a superior experience as they begin their partnership with ECP. You will play a pivotal role in defining the approach for engagement, delivery, deployment, and onboarding of ECP’s customers.
ECP is growing and we have a start-up culture. The right candidate for this role will be adaptable to change, thrive in a fast-paced environment, and find it rewarding to help build and scale an incredibly impactful team in our organization. Importantly, this role is not about coming in with a blank slate; it’s about uplifting and enabling our existing team. You will collaborate closely with current managers and leaders who have driven ECP’s growth to date, helping them continue to succeed as expectations rise and complexity continues to increase.
Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S. who are willing to travel as required for customer or internal team purposes.
- Lead the implementation team to ensure world-class experiences for our customers, setting a high standard of service customers can expect to receive throughout their lifecycle
- Own and take accountability for ECP’s ability to successfully onboard new customers across market segments, location, etc.
- Build trust with ECP customers through training the team on best practices, communication strategies, and interfacing with customers as needed
- Collaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams to provide recommendations on process improvements and deliver to the customers’ expectations
- Recommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practices
- Provide a high-touch level of service with our most important enterprise customers
- Equip the team with tools, resources, and training required to successfully adopt new processes and adhere to existing implementation guidelines
- Create customized training packages that can be presented in remote or onsite forums to train and clearly explain the benefits, best practices, and functionality of ECP’s products
- Advise the team how to configure implementation strategy and approach to fit the customer’s needs and requirements
- Develop and maintain industry knowledge and understand our customers’ challenges and opportunities that may inform how we can improve the service we provide; 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 creating a high-performance culture built around achievement, productivity, retention, and employee growth
- Maintain an open-door communication policy with the team
- Ensure team is following compliance and security best practices, specifically, adhering to HIPAA regulations
Requirements
- 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. HubSpot experience is a plus, but not required
- 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)
Top Skills
What We Do
ECP is a cloud-based software program for the senior living industry. The program has many unique features including electronic medication administration record (eMAR) that interfaces with pharmacies to sync med orders and reorder meds. It also has a complete care management program including integrated assessments, care plan wizard, point of care charting, alerts and reminders including emails and text messages, state mandated reports, marketing and billing.
ECP is touch screen friendly and can be used on PC, Mac, netbooks, tablet, and iPad operating systems. ECP supports thousands of communities world-wide.
ECP easily interfaces with LTC pharmacies. Resident information and medication orders are synced with the pharmacy improving communication and reducing medication administration errors. ECP is priced as a SAAS (software as a service) model reducing start-up costs for senior living communities. Users pay only for their current active occupancy level. ECP's customized settings meet the unique need of each company without custom programming. ECP allows quick creation of custom assessments and care plan libraries that automatically generate daily tasks for point of care charting.
