Software Implementation Specialist – Billing Product

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

💻 Solutions Engineer

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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 project management, system setup, and user training, helping communities leverage our software to address their clinical, operational, and business challenges. • Handle and resolve issues as they arise, offering timely solutions while escalating high-risk items that may impact customer retention. • 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. • Drive rapid and successful system adoption by guiding customers through the launch phase and ensuring quick time-to-value. • 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. • Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress. • Leverage CRM project management tools to track key project milestones, communicate internally, and ensure timely delivery of implementation tasks. • Generate product & service reports by analyzing customer data, providing actionable insights to improve their experience. • Collaborate with team members to achieve collective goals, contributing to the success of ongoing implementation projects and tasks. • Serve as an advocate for customers' needs, collaborating with cross-functional teams including engineering, product management, customer success and support to deliver effective solutions.

🎯 Requirements

• Bachelor's degree required • 2+ years of customer facing experience • 1+ years implementing SaaS billing or financial service software • 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 project management software • Experience working with ECP or another provider of assisted living software is a bonus • Ability to travel as needed (expected up to 25% on average, based on customer demand)