Qureos Mentor

<div>ECP is a market-leading SaaS software 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.
As an Implementation Specialist, you will play a key role in onboarding new customers and helping them successfully implement our software to meet their clinical, operational, and business needs. We are seeking a process-driven and detail oriented team member to lead the ongoing implementation of our new billing product. This role will be responsible for defining and optimizing repeatable processes, partnering with our Product and cross-functional team members, and ensuring smooth onboarding and adoption for new users externally and internally. You will play a key role in developing Billing implementation into a scalable, consistent, and successful experience.
Implementation Specialists serve as the primary contact during the initial implementation phase, owning training from sales close to full use of ECP's software. This includes project managing through the process, troubleshooting issues, identifying &amp; mitigating churn risks, and providing proactive solutions when needed. Your main goal will be to drive customers to value quickly, with a focus on minimizing time to value.<ul>
<li>
Lead project management, system setup, and user training, helping communities leverage our software to address their clinical, operational, and business challenges.</li>
<li>Handle and resolve issues as they arise, offering timely solutions while escalating high-risk items that may impact customer retention.</li>
<li>Proactively identify and address potential churn risks, implementing effective mitigation strategies to ensure customer satisfaction and retention, all while maintaining a high standard of customer care and service.</li>
<li>Drive rapid and successful system adoption by guiding customers through the launch phase and ensuring quick time-to-value.</li>
<li>Provide expert product and service guidance to customers via phone, email, Zoom (on-camera), and on-site visits to ensure optimal use of the ECP software.</li>
<li>Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress.</li>
<li>Leverage CRM project management tools to track key project milestones, communicate internally, and ensure timely delivery of implementation tasks.</li>
<li>Generate product &amp; service reports by analyzing customer data, providing actionable insights to improve their experience.</li>
<li>Collaborate with team members to achieve collective goals, contributing to the success of ongoing implementation projects and tasks.</li>
<li>Serve as an advocate for customers' needs, collaborating with cross-functional teams including engineering, product management, customer success and support to deliver effective solutions.</li>
</ul>
Requirements<ul>
<li>Bachelor's degree required</li>
<li>2+ years of customer facing experience</li>
<li>1+ years implementing SaaS billing or financial service software</li>
<li>Software or web-based implementation experience</li>
<li>Excellent organizational, presentation, and communication skills
</li><li>A love for working with people to help them solve real-world problems</li>
<li>Experience working with project management software</li>
<li>Experience working with ECP or another provider of assisted living software is a bonus</li>
<li>Ability to travel as needed (expected up to 25% on average, based on customer demand)</li></ul></div>

Software Implementation Specialist - Billing Product

<div>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&rsquo;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&rsquo;s about uplifting and enabling our existing team. You will collaborate closely with current managers and leaders who have driven ECP&rsquo;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.
<ul><li>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
</li><li>Own and take accountability for ECP&rsquo;s ability to successfully onboard new customers across market segments, location, etc.
</li><li>Build trust with ECP customers through training the team on best practices, communication strategies, and interfacing with customers as needed</li>
<li>Collaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams to provide recommendations on process improvements and deliver to the customers&rsquo; expectations</li>
<li>Recommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practices</li>
<li>Provide a high-touch level of service with our most important enterprise customers</li>
<li>Equip the team with tools, resources, and training required to successfully adopt new processes and adhere to existing implementation guidelines</li>
<li>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&rsquo;s products</li>
<li>Advise the team how to configure implementation strategy and approach to fit the customer&rsquo;s needs and requirements</li>
<li>Develop and maintain industry knowledge and understand our customers&rsquo; challenges and opportunities that may inform how we can improve the service we provide; become an ECP product expert</li>
<li>Monitor and manage team workload and performance to ensure SLAs, KPIs, and objectives are met</li>
<li>Hire, grow, and develop the team while creating a high-performance culture built around achievement, productivity, retention, and employee growth</li>
<li>Maintain an open-door communication policy with the team</li>
<li>Ensure team is following compliance and security best practices, specifically, adhering to HIPAA regulations
</li></ul>Requirements<ul><li>
Bachelor&rsquo;s degree
</li></ul><ul><li>3+ years experience leading a customer-facing team</li>
<li>5+ years of large scale, enterprise project/program management experience working with external customers</li>
<li>Experience in a SaaS environment</li>
<li>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</li>
<li>Prior experience building new processes from scratch</li>
<li>Professional presence and poise</li>
<li>Experience defusing tense and escalated situations</li>
</ul><ul><li>Strong empathy for customers and staff
</li><li>Strong communication and listening skills to provide coaching, take feedback, and facilitate issue resolution</li>
<li>Ability to quickly understand, assess and address customers' challenges and effectively work towards resolution</li>
<li>Deep understanding of customer service
</li><li>Experience working in fast-paced growth environments</li>
<li>Highly organized</li>
<li>An early adopter of tools to streamline workflows</li>
<li>Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities</li>
<li>Willingness and flexibility to travel as needed (typically at least 25-30% on average)</li></ul></div>

Implementation Team Manager

Join ECP and explore 6   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

ECP

ABOUT_COMPANY

Software Implementation Specialist - Billing Product

Software Implementation Specialist - Billing Product

Software Implementation Specialist - Billing Product

Implementation Team Manager

Implementation Team Manager

Implementation Team Manager