ECP
Implementation Team Manager
ECP, Milwaukee, Wisconsin, United States, 53244
ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 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. Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S.
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 lifecycleOwn 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 neededCollaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams to provide recommendations on process improvements and deliver to the customers' expectationsRecommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practicesProvide a high-touch level of service with our most important enterprise customersEquip the team with tools, resources, and training required to successfully adopt new processes and adhere to existing implementation guidelinesCreate 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 productsAdvise the team how to configure implementation strategy and approach to fit the customer's needs and requirementsDevelop 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 expertMonitor and manage team workload and performance to ensure SLAs, KPIs, and objectives are metHire, grow, and develop the team while creating a high-performance culture built around achievement, productivity, retention, and employee growthMaintain an open-door communication policy with the teamEnsure team is following compliance and security best practices, specifically, adhering to HIPAA regulationsRequirements
Bachelor's degree3+ years experience leading a customer-facing team5+ years of large scale, enterprise project/program management experience working with external customersExperience in a SaaS environmentAbility to use CRM tools to develop metrics, dashboards, and automation to measure and improve implementation outcomes. HubSpot experience is a plus, but not requiredPrior experience building new processes from scratchProfessional presence and poiseExperience defusing tense and escalated situationsStrong empathy for customers and staffStrong communication and listening skills to provide coaching, take feedback, and facilitate issue resolutionAbility to quickly understand, assess and address customers' challenges and effectively work towards resolutionDeep understanding of customer serviceExperience working in fast-paced growth environmentsHighly organizedAn early adopter of tools to streamline workflowsEnthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilitiesWillingness to travel as needed when engaging with enterprise customers, including within the sales cycle
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. Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S.
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 lifecycleOwn 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 neededCollaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams to provide recommendations on process improvements and deliver to the customers' expectationsRecommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practicesProvide a high-touch level of service with our most important enterprise customersEquip the team with tools, resources, and training required to successfully adopt new processes and adhere to existing implementation guidelinesCreate 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 productsAdvise the team how to configure implementation strategy and approach to fit the customer's needs and requirementsDevelop 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 expertMonitor and manage team workload and performance to ensure SLAs, KPIs, and objectives are metHire, grow, and develop the team while creating a high-performance culture built around achievement, productivity, retention, and employee growthMaintain an open-door communication policy with the teamEnsure team is following compliance and security best practices, specifically, adhering to HIPAA regulationsRequirements
Bachelor's degree3+ years experience leading a customer-facing team5+ years of large scale, enterprise project/program management experience working with external customersExperience in a SaaS environmentAbility to use CRM tools to develop metrics, dashboards, and automation to measure and improve implementation outcomes. HubSpot experience is a plus, but not requiredPrior experience building new processes from scratchProfessional presence and poiseExperience defusing tense and escalated situationsStrong empathy for customers and staffStrong communication and listening skills to provide coaching, take feedback, and facilitate issue resolutionAbility to quickly understand, assess and address customers' challenges and effectively work towards resolutionDeep understanding of customer serviceExperience working in fast-paced growth environmentsHighly organizedAn early adopter of tools to streamline workflowsEnthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilitiesWillingness to travel as needed when engaging with enterprise customers, including within the sales cycle