ECP

Lead SaaS billing implementation projects, train customers, troubleshoot issues, and ensure successful adoption of software. | Bachelor's degree, 2+ years customer-facing SaaS implementation experience, strong organizational and communication skills. | ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities across the country. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. As an Implementation Specialist, you will play a key role in onboarding new customers and helping them successfully implement our software to meet their clinical, operational, and business needs. We are seeking a process-driven and detail oriented team member to lead the ongoing implementation of our new billing product. This role will be responsible for defining and optimizing repeatable processes, partnering with our Product and cross-functional team members, and ensuring smooth onboarding and adoption for new users externally and internally. You will play a key role in developing Billing implementation into a scalable, consistent, and successful experience. Implementation Specialists serve as the primary contact during the initial implementation phase, owning training from sales close to full use of ECP's software. This includes project managing through the process, troubleshooting issues, identifying & mitigating churn risks, and providing proactive solutions when needed. Your main goal will be to drive customers to value quickly, with a focus on minimizing time to value. • 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 billing or financial service 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)

Lead SaaS implementation projects, provide customer training and support, and collaborate with cross-functional teams to ensure successful system adoption. | Bachelor's degree, 2+ years customer-facing experience, 1+ years SaaS implementation, strong communication skills, and ability to travel. | 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 billing or financial service 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:

As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system. You will be the first point of contact for questions, troubleshooting, and any issues that may arise. | Customer service experience is required, with a preference for software experience, particularly with healthcare-related technologies. A Bachelor or Associate's degree is preferred, along with strong problem-solving and communication skills. | ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection. Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise Follow best practices for resolving tickets with customers by: Clarifying the customer’s reason for a support request Determining the cause of any problems Selecting and explaining the best solution to solve the problem Expediting correction or adjustment Following up to ensure resolution Maintain customer records by updating account information in HubSpot Follow best practices for documentation in ECP’s ticketing system Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products Become a product expert, be someone your teammates can turn to, provide product enhancement ideas to our Product Management team Contribute to team goals by accomplishing related tasks accurately and in a timely manner Participate in ECP’s rotating on-call schedule, to ensure our customers receive support if needed after standard business hours Consistently meet performance metrics and KPIs Customer Service Experience Software experience, experience with eMARs, EHRs or other healthcare-related technologies is preferred Strong problem-solving capabilities Excellent verbal and written communication skills Bachelor or Associate's degree preferred A remote work environment that is compliant with cybersecurity and other company workplace policies Work Hours / Schedule: The regular work hours will be 10:30 am CT (8:30 am PT, 9:30 am MT, 11:30 am ET) to 7:00 pm CT (5:00 pm PT, 6:00 pm MT, 8:00 pm ET), Monday through Friday. Support team members are required to participate in the on-call/after-hours rotational schedule

As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system. You will be the first point of contact for questions, troubleshooting, and any issues that may arise. | Customer service experience is required, with a preference for software experience related to healthcare technologies. A Bachelor or Associate's degree is preferred, along with strong problem-solving and communication skills. | ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection. Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise Follow best practices for resolving tickets with customers by: Clarifying the customer’s reason for a support request Determining the cause of any problems Selecting and explaining the best solution to solve the problem Expediting correction or adjustment Following up to ensure resolution Maintain customer records by updating account information in HubSpot Follow best practices for documentation in ECP’s ticketing system Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products Become a product expert, be someone your teammates can turn to, provide product enhancement ideas to our Product Management team Contribute to team goals by accomplishing related tasks accurately and in a timely manner Participate in ECP’s rotating on-call schedule, to ensure our customers receive support if needed after standard business hours Consistently meet performance metrics and KPIs Customer Service Experience Software experience, experience with eMARs, EHRs or other healthcare-related technologies is preferred Strong problem-solving capabilities Excellent verbal and written communication skills Bachelor or Associate's degree preferred A remote work environment that is compliant with cybersecurity and other company workplace policies Work Hours / Schedule: The regular work hours will be 10:30 am CT (8:30 am PT, 9:30 am MT, 11:30 am ET) to 7:00 pm CT (5:00 pm PT, 6:00 pm MT, 8:00 pm ET), Monday through Friday. Support team members are required to participate in the on-call/after-hours rotational schedule

As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system. You will be the first point of contact for questions, troubleshooting, and any issues that may arise. | Customer service experience is required, with a preference for software experience in healthcare-related technologies. A Bachelor or Associate's degree is preferred. | ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 6,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. As a Customer Support Representative, you will provide customer service over the phone, through email, and ECP’s ticketing system via remote connection. Provide support to ECP’s end users as the first point of contact for questions, troubleshooting, and any issues that may arise Follow best practices for resolving tickets with customers by: Clarifying the customer’s reason for a support request Determining the cause of any problems Selecting and explaining the best solution to solve the problem Expediting correction or adjustment Following up to ensure resolution Maintain customer records by updating account information in HubSpot Follow best practices for documentation in ECP’s ticketing system Contribute to company-wide initiatives such as adopting new technologies, updating product documentation, and providing support for launching new products Become a product expert, be someone your teammates can turn to, provide product enhancement ideas to our Product Management team Contribute to team goals by accomplishing related tasks accurately and in a timely manner Participate in ECP’s rotating on-call schedule, to ensure our customers receive support if needed after standard business hours Consistently meet performance metrics and KPIs Customer Service Experience Software experience, experience with eMARs, EHRs or other healthcare-related technologies is preferred Strong problem-solving capabilities Excellent verbal and written communication skills Bachelor or Associate's degree preferred A remote work environment that is compliant with cybersecurity and other company workplace policies Work Hours / Schedule: The regular work hours will be 10:30 am CT (8:30 am PT, 9:30 am MT, 11:30 am ET) to 7:00 pm CT (5:00 pm PT, 6:00 pm MT, 8:00 pm ET), Monday through Friday. Support team members are required to participate in the on-call/after-hours rotational schedule