• Lead project management, system setup, and user training, helping communities leverage our software to address their clinical, operational, and business challenges. • Handle and resolve issues as they arise, offering timely solutions while escalating high-risk items that may impact customer retention. • Proactively identify and address potential churn risks, implementing effective mitigation strategies to ensure customer satisfaction and retention, all while maintaining a high standard of customer care and service. • Drive rapid and successful system adoption by guiding customers through the launch phase and ensuring quick time-to-value. • Provide expert product and service guidance to customers via phone, email, Zoom (on-camera), and on-site visits to ensure optimal use of the ECP software. • Maintain accurate and up-to-date customer records in the CRM, ensuring timely updates of account information and project progress. • Leverage CRM project management tools to track key project milestones, communicate internally, and ensure timely delivery of implementation tasks. • Generate product & service reports by analyzing customer data, providing actionable insights to improve their experience. • Collaborate with team members to achieve collective goals, contributing to the success of ongoing implementation projects and tasks. • Serve as an advocate for customers' needs, collaborating with cross-functional teams including engineering, product management, customer success and support to deliver effective solutions.