Implementation Team Manager

Bachelor’s degree 3+ years experience leading a customer-facing team 5+ years of large scale, enterprise project/program management experience working with external customers Experience in a SaaS environment Ability to use CRM tools to develop metrics, dashboards, and automation to measure and improve implementation outcomes. Prior experience building new processes from scratch Professional presence and poise Experience defusing tense and escalated situations Strong empathy for customers and staff Strong communication and listening skills Ability to quickly understand, assess and address customers' challenges and effectively work towards resolution Deep understanding of customer service Experience working in fast-paced growth environments Highly organized An early adopter of tools to streamline workflows Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities Willingness and flexibility to travel as needed (typically at least 25-30% on average)

Lead the implementation team to ensure world-class experiences for our customers. Own and take accountability for ECP’s ability to successfully onboard new customers across market segments. Build trust with ECP customers through training the team on best practices and communication strategies. Collaborate cross-functionally with Sales, Customer Support, Customer Success and Product teams. Recommend and develop processes and policies to improve business outcomes. 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 for remote or onsite forums. 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. 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. Maintain an open-door communication policy with the team. Ensure team is following compliance and security best practices, specifically, adhering to HIPAA regulations.