Software Implementation Specialist

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. 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.

We're looking for an experienced Implementation Specialist to join our Customer Success team, who is excited to make an impact at a fast-growing 60-person company.

• Assist new customers with implementing ECP and understand how our software can help them solve their clinical, operational, and business needs
• Primary contact for the initial implementation process
• Troubleshoot any issues that will inevitably arise and offer solutions to remediate
• Identify risk factors or potential pain points and proactively escalate solutions as needed
• Get customers to value as fast as possible- your main KPI will be time to value
• Serve the customers by providing product and service information over the phone, via remote connection (on-camera Zoom meetings) and occasionally on-site
• Maintain customer records by updating account information in the CRM
• Utilize project management software to manage and communicate internally on project status
• Prepare product or service reports by collecting and analyzing customer information
• Contribute to team effort by accomplishing related tasks and results as needed
• Be the customer advocate while driving cross-functional teams, including engineering, product management, and support
• Travel to the client for on-site training and implementation when requested by client

Requirements

• Bachelor's degree preferred
• 2+ years external customer facing experience
• Software or web-based implementation experience
• Excellent organizational, presentation, and communication skills
• A love for working with people to help them solve real-world problems
• Experience working with ECP or another provider of assisted living software is a bonus
• Ability to travel as needed (expected average 25%, based on customer demand)

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