Our headquarters is in Wisconsin, but we are open to remote candidates across the U.S.
Overview
ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 7,500 communities around the world. We are expanding to increase the number of customers and extend how we serve them by developing and releasing new products. Our mission is to build world-class software that improves the quality of life for seniors and enhances clinical, business, compliance, and operational performance for our customers. We are looking for a candidate who thrives in a fast-paced, high-growth, high-performance culture to own the relationships and success of our largest customers, driving retention, expansion, and advocacy. This role emphasizes both strategic and tactical partnership with measurable value delivery.
Responsibilities
- Own the ongoing client relationship for our top ECP customers. Embed yourself in their organization and operations as a trusted thought partner
- Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
- Responsible for proactive communication and ownership of the commercial relationship with enterprise and upper mid-market customers (including renewals, pricing and licensing changes)
- Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
- Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
- Hold QBRs with key stakeholders that measure value delivery to prevent churn and secure expansion and renewals
- Be a product expert, understanding what our product can and can’t do, and how customers can use it to solve pain points
- Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders; attending and presenting at key industry events is expected
- Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI
- Strategically guide clients on how our tools and partnership can impact their business to secure top initiatives
- Increase company revenue through identifying and developing opportunities to upsell customers
- Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
- Gather customer feedback and communicate strategic themes and requests to product, marketing, and other teams
- Be an exceptional communicator toward customers and internally to manage customer concerns
- Demonstrate the ability to learn new technologies and communicate concepts to customers with varying levels of technical expertise
- Partner with customers to develop new case studies and other sales and marketing resources
Requirements
- Bachelor’s degree required
- Strong empathy for customers and passion for revenue and growth
- Experience working in fast-paced growth environments
- Proven success in client growth, retention, and satisfaction
- Effective at leading and facilitating executive meetings and managing client expectations
- Excellent storytelling using data and best practices, as well as attentive listening
- Solution-oriented attitude, strong attention to detail, resourceful, and able to multitask
- Superior internal/external customer service and strong collaboration skills
- Early adopter of tools to streamline workflows
- CRM experience (HubSpot preferred)
- Ability to travel as needed to be on-site with key customers or attend important industry events
- Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities
Job Details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Other
- Industries: Software Development
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