Software Implementation, Training Specialist
Job 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 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)
Benefits:
Apply Now
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• 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 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)
Benefits:
Apply Now
Apply Now