Lead end-to-end onboarding for SMB SaaS customers, including kickoff, configuration, training, go-live support, retraining, and transition management. Manage concurrent implementation projects, maintain CRM records, identify upsell and churn risks, analyze customer data, and collaborate with Sales, Customer Success, Support, and Product teams. Travel to customers at least 25% of the time.
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. 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 Onboarding Specialist, you will be the primary point of contact for new SMB customers as they implement our platform. Your primary focus is guiding SMB customers from sales close through full adoption, but you are also a flexible team player who steps in wherever the team needs you most. When lower mid-market volume spikes or a teammate needs support, you lean in.
Responsibilities- Lead the end-to-end onboarding experience for SMB customers, including project kickoff, system configuration, user training, and go-live support.
- Manage a portfolio of concurrent onboarding projects, keeping customers on track against defined milestones and timelines.
- Flex to support lower mid-market accounts or teammates’ portfolios as business needs and team capacity require.
- Conduct re-trainings for existing SMB customers as needed, ensuring continued product adoption and proficiency following staff changes, low engagement, or product updates.
- Support ownership transitions for SMB accounts, ensuring a seamless handoff that protects customer health and continuity.
- Identify and drive upsell opportunities within your customer portfolio, partnering with Sales and Customer Success to expand product usage and ARR.
- Serve as the primary point of contact during the implementation phase, delivering responsive and proactive communication via phone, email, and video.
- Identify and escalate churn risks early, implementing mitigation strategies to protect customer retention.
- Maintain accurate and up-to-date records in the CRM, tracking account status, project progress, and key customer interactions.
- Generate product and service reports by analyzing customer data to surface actionable insights that improve the onboarding experience.
- Collaborate with Sales, Customer Success, Support, and Product teams to deliver seamless transitions and resolve customer issues effectively.
- Contribute to a culture of continuous improvement by sharing learnings and best practices with teammates.
Requirements
- Bachelor’s degree required.
- 2+ years of customer-facing experience in a SaaS, technology, or healthcare environment.
- 1+ years of experience implementing software or web-based platforms.
- Strong organizational, presentation, and communication skills.
- Experience working with project management or CRM software.
- A genuine passion for helping people solve real-world problems.
- Comfortable operating in a dynamic environment where priorities and account assignments may shift based on team needs.
- Experience with senior living or healthcare software is a bonus.
- Ability to travel at least 25% based on customer demand.
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