Implementation Team Manager

Overview

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities across the country. We are looking to further expand by increasing the number of customers that use our software and by developing and releasing new products. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.

We are looking for an Implementation Team Manager to define the process, metrics, and workflows that will improve how we onboard our customers and ensure quality and consistency as we scale. This role will determine how we approach implementing all customers, from SMB to enterprise, serve as a point of escalation and relationship driver for our largest customers, and closely manage the internal team.

This position thrives on a customer‑first mentality, always willing to go the extra mile to ensure customers receive a superior experience as they begin their partnership with ECP. The successful candidate will play a pivotal role in defining the approach for engagement, delivery, deployment, and onboarding of ECP's customers.

ECP is growing with a start‑up culture. The right candidate will adapt to change, thrive in a fast‑paced environment, and find it rewarding to build and scale an impactful team. Importantly, the role is about uplifting and enabling an existing team, collaborating closely with current managers and leaders who have driven ECP's growth to date, helping them continue to succeed as expectations rise and complexity increases.

Our headquarters is in Wisconsin, but we are open to fully remote candidates located in the U.S. who are willing to travel as required for customer or internal team purposes.

• Lead the implementation team to ensure world‑class experiences for our customers, setting a high standard of service throughout their lifecycle.
• Own and take accountability for ECP's ability to successfully onboard new customers across market segments and locations.
• Build trust with ECP customers through training the team on best practices, communication strategies, and interfacing with customers as needed.
• Collaborate cross‑functionally with Sales, Customer Support, Customer Success, and Product teams to recommend process improvements and deliver on customer expectations.
• Recommend and develop processes and policies to improve business outcomes; execute proposed improvements by following change management best practices.
• 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 that can be presented in remote or onsite forums to train and clearly explain the benefits, best practices, and functionality of ECP's products.
• Advise the team on configuring implementation strategy and approach to fit the customer's needs and requirements.
• Develop and maintain industry knowledge and understand our customers' challenges and opportunities that may inform how we can improve the service we provide; become an ECP product expert.
• 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 built around achievement, productivity, retention, and employee growth.
• Maintain an open‑door communication policy with the team.
• Ensure the team follows compliance and security best practices, specifically adhering to HIPAA regulations.

• Bachelor's degree.
• 3+ years of 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 (Hub Spot experience is a plus, but not required).
• 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 to provide coaching, take feedback, and facilitate issue resolution.
• Ability to quickly understand, assess, and address customers' challenges and work towards resolution.
• Deep understanding of customer service.
• Experience working in fast‑paced growth environments.
• Highly organized.
• 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).