Software Implementation, Training Specialist
ECP
full-time
Posted on:
Location Type: Remote
Location: Illinois • Wisconsin • United States
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About the role
- 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)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
project managementSAAS implementationsoftware implementationdata analysiscustomer relationship management (CRM)report generationsystem setupuser trainingcustomer retention strategiesissue resolution
Soft Skills
organizational skillspresentation skillscommunication skillsproblem-solvingcustomer advocacycollaborationproactive approachcustomer serviceteamworkadaptability
Certifications
Bachelor's degree