ECP is hiring a
Implementation Team Manager

Summary

The job is for an Implementation Team Manager at ECP, a SaaS solution for senior living communities. The role involves defining processes to improve customer onboarding, serving as a point of escalation for large customers, collaborating with cross-functional teams, and leading the implementation team.

Responsibilities

• Lead the implementation team to ensure world-class experiences for our customers
• 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