Implementation Team Manager at ECP

DescriptionECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8000 communities across the country. Were 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 ECPs 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; its about uplifting and enabling our existing team. You will collaborate closely with current managers and leaders who have driven ECPs 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 ECPs 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 ECPs productsAdvise the team how to configure implementation strategy and approach to fit the customers 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 regulations RequirementsBachelors degree 3 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 staff Strong 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 service Experience 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 and flexibility to travel as needed (typically at least 25-30% on average)Required Experience:Manager Key Skills Business Development,Project Timelines,Business Process,Customer Service,Client Expectations,Account Management,Salesforce,Client Relationships,Project Management,ERP,Java,Client Service,Consultants,Management System,Procedures Employment Type : Full-Time Experience: years Vacancy: 1