Implementation Team Manager

5 hours ago

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

🧀 Wisconsin – Remote

Although this job is listed in Wisconsin, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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ECP

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Healthcare Insurance • SaaS • B2B

ECP is a company that provides comprehensive software solutions for assisted living and long-term care communities. Their offerings include community management systems, electronic medication administration records (eMAR), electronic health records (EHR), care plans, customer relationship management (CRM), and billing software. ECP's services are designed to improve the workflows for assisted living, independent living, memory care, intellectual and developmental disability support, pharmacies, and group homes, ensuring better care and operational efficiency. The company is recognized for integrating seamlessly with pharmacy partners and offering a user-friendly platform that supports care providers, owners, and operators, caregivers, nurses, and other personnel in these communities. ECP is trusted by thousands of senior living communities across the United States and beyond.

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🤝 B2B

📋 Description

• 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 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

🎯 Requirements

• Bachelor’s degree • 3+ years experience leading a customer-facing team • 5+ years of large scale, enterprise project/program management experience working with external customers • Experience in a SaaS environment • 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 • Prior experience building new processes from scratch • Professional presence and poise • Experience defusing tense and escalated situations • Strong empathy for customers and staff • Strong communication and listening skills to provide coaching, take feedback, and facilitate issue resolution • Ability to quickly understand, assess and address customers' challenges and effectively work towards resolution • Deep understanding of customer service • Experience working in fast-paced growth environments • Highly organized • An early adopter of tools to streamline workflows • Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities • Willingness and flexibility to travel as needed (typically at least 25-30% on average)