• Lead the implementation team to ensure world-class experiences for our customers, setting a high standard of service customers can expect to receive throughout their lifecycle • Own and take accountability for ECP’s ability to successfully onboard new customers across market segments, location, etc. • 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 provide recommendations on process improvements and deliver to the customers’ 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 how to configure 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 team is following compliance and security best practices, specifically, adhering to HIPAA regulations