Customer Success Specialist - Remote

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'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.

In Short

• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Hold QBRs with key stakeholders, prevent churn and improve on renewals
• Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
• Establish yourself as a trusted advisor to foster long-term partnerships, and work with secure stakeholders
• 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 their top initiatives
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth.
• Take client satisfaction to the next level by acting as your clients' internal advocate
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams

Requirements

• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns
• Work with the product team to provide customer feedback to improve our product
• Work with customers to develop new case studies and other sales and marketing resources
• Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness

Benefits

• Opportunity to work in a fast-growing software company
• Impactful role in enhancing customer engagement
• Work with a dedicated team focused on customer success