Software Implementation Specialist

Job not on LinkedIn

February 15

🧀 Wisconsin – Remote

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

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 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

• ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. • As an Implementation Specialist, you will play a key role in onboarding new customers and helping them successfully implement our ECP software to meet their clinical, operational, and business needs. • You will serve as the primary contact during the initial implementation phase, owning training from sales close to full use of the ECP software. • This includes project managing through the process, troubleshooting issues, identifying & mitigating churn risks, and providing proactive solutions when needed. • Your main goal will be to drive customers to value quickly, with a focus on minimizing time to value. • 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. • 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. • 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 to deliver effective solutions.

🎯 Requirements

• Bachelor's degree required • 2+ years of customer facing experience • 1+ years implementing SAAS 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)