Enterprise Implementation Specialist

Job Description: • Architect the program plan aligned to the desired business outcomes, scope, and schedule set forth in the sales cycle. • Establish and operate functions of the program such as project plans, phase-based collateral, and report outs. • Lead project management, system configuration, 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. • Travel to the client for on-site training and implementation up to 50%. Requirements: • Bachelor's degree required • 5+ years of customer facing experience, 2+ years working with enterprise level clients • 3+ years implementing SAAS software, 1+ years with enterprise level clients • 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 communicating with C-level executives to on-floor staff • Experience working with ECP or another provider of assisted living software is a bonus • Ability to travel as needed (expected average ~50%, based on customer demand) Benefits: Apply tot his job