Apply on Employer Site

ECP · 1 month ago

Implementation Team Manager

Chicago, IL

Full-time

Onsite

Mid, Senior Level

5+ years exp

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. The Implementation Team Manager will define processes and workflows for onboarding customers, ensuring quality and consistency as the company scales and expands its customer portfolio. This role requires a customer-first mentality and collaboration with various teams to enhance service delivery.

Electronic Health Record (EHR)Health CareMedicalRisk ManagementSoftware

Growth Opportunities

Responsibilities

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

Qualification

Customer-facing team leadershipEnterprise project managementSaaS experienceCRM tools proficiencyProcess developmentEmpathy for customersHighly organizedEnthusiasm for healthcareCommunication skillsAdaptability