Customer Success Specialist

2 months ago

Milwaukee, United States ECP Full time

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.

Senior living is deeply under-penetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. 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 a Customer Success Specialist to drive the creation and implementation of programs to drive strong engagement with the ECP customer base, including customer newsletters, developing webinars to support product knowledge and updates, leading coordination of a customer advisory board, and ensuring we have the right operational processes to gather data that informs us of customer health. This is a new role we're creating, which will have a meaningful impact on how we partner with our customers as we continue to grow.

Our headquarters is in Wisconsin, but we are open to remote candidates within the U.S.

  • Lead the development and execution of Customer Success programs and initiatives aimed at enhancing customer satisfaction and retention
  • Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness
  • Create and manage reporting and dashboards that provide insights into customer health, engagement, and success metrics and coordinate weekly team processes to action on this data
  • Collaborate with the Customer Success team to identify trends, challenges, and opportunities for process improvements
  • Work cross-functionally with product, sales, and marketing teams to share customer feedback and advocate for customer needs
  • Monitor and analyze customer feedback, trends and utilization metrics to inform product development and customer success strategies
  • Help develop training materials and resources to empower the Customer Success team and enhance their capabilities
  • Act as a point of contact for operational inquiries and problem resolution within the Customer Success team
  • Foster collaboration among internal teams to ensure seamless execution of programs and initiatives
  • Ensure that best practices are followed to maintain high standards of service quality
  • Partner with Customer Experience leadership on metrics to measure the effectiveness of Customer Success initiatives and drive continuous improvement
  • Develop and present reports on program performance to executive management
  • Continuously research and stay updated on industry trends to drive innovation in customer engagement
  • Develop and manage program roadmaps, budgets, and schedules to ensure timely delivery
  • Monitor program performance and implement necessary adjustments to meet goals
  • Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
  • Assist in developing customer education resources, including training materials and webinars
  • Help identify and document success stories from customers that can be used for case studies and marketing initiatives
  • Participate in company initiatives aimed at enhancing customer experience and operational efficiency
  • Collaborate with cross-functional teams, including Sales, Product, Implementation and Support, to ensure seamless customer experiences
Requirements
  • Bachelor's degree or equivalent experience preferred
  • Experience with SaaS products or technology in a customer-facing role or marketing role is preferred
  • Ability to work in a fast-paced environment and willingness to "roll up your sleeves" to help build new programs and processes from scratch
  • Excellent communication skills, both verbal and written, including excellent presentation skills
  • Experience in marketing preferred, specifically with technical writing
  • Ability to craft written and visual materials in alignment with company brand guidelines and tone
  • Proven problem-solving abilities and a solutions-oriented mindset
  • Enthusiasm for helping others and a passion for customer success
  • Proven ability to lead cross-functional teams and manage multiple projects simultaneously
  • Strong analytical skills with a keen attention to detail
  • Excellent organizational and project management skills
  • Experience in a SaaS environment is preferred
  • Proficiency with CRM tools (HubSpot preferred) and data analysis tools
  • Familiarity with the senior living or healthcare sector is a plus

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