Software Implementation Specialist - Billing Product

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 across the country. 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 Software Implementation Specialist - Billing, you will lead new customers through the successful implementation of ECP’s platform, with a primary focus on our Billing product. This role is critical to ensuring customers are onboarded efficiently, billing workflows are configured accurately, and financial operations are set up for long-term success across clinical, operational, and business teams.

You will serve as the billing subject matter expert on the Implementation team, bringing a process-driven and detail-oriented mindset to each engagement. In this role, you will define and refine repeatable billing implementation processes, partner closely with Product, Engineering, and cross-functional stakeholders, and ensure a consistent, scalable onboarding experience for both customers and internal teams.

Implementation Specialists act as the primary point of contact from sales close through go-live and early adoption. You will own implementation projects end-to-end managing timelines, leading training, troubleshooting complex billing scenarios, and proactively identifying risks that could impact adoption or customer confidence. Your ultimate goal is to accelerate time-to-value and position customers for long-term success on the ECP platform.

What you'll do:

• Own end-to-end billing implementations, including system configuration, data validation, billing workflows, and customer training.
• Serve as the billing and financial operations subject matter expert during implementation, supporting financial system cutovers, gathering custom journal entry and reporting requirements, and supporting reconciliation needs for customer go-lives.
• Lead end-to-end accounting integration discussions with customers to define data flow, configuration requirements, and financial reporting impacts.
• Lead implementation project planning and execution, managing timelines, dependencies, risks, and stakeholder expectations to ensure high-quality delivery.
• Proactively identify and resolve billing-related issues that could impact revenue accuracy, financial reporting, or customer trust. Escalate high-risk items with clear context, financial impact, and recommended solutions.
• Drive rapid adoption by ensuring customers understand not only how to use the billing system, but why it supports their financial and operational objectives.
• Partner with Product and Engineering to provide informed feedback on billing functionality, edge cases, and scalability needs based on real-world customer implementations.
• Analyze implementation outcomes to surface insights, improve repeatability, and continuously refine implementation best practices.
• Maintain accurate and up-to-date implementation documentation, customer records, and project updates within CRM and project management tools.
• Act as a trusted advisor to customers, communicating confidently with operational and finance stakeholders via Zoom, email, phone, and occasional on-site visits.

Requirements:
• Bachelor’s degree required
• 2+ years of customer-facing experience in SaaS, fintech, healthcare tech, or financial systems
• 2+ years of hands-on experience implementing billing, payments, or financial operations software
• Proven project management skills managing scope, timelines, risks, and cross-functional dependencies in complex software implementations.
• Strong understanding of billing concepts such as invoicing, credits, payments, AR aging, journal entries, adjustments, and reconciliation
• Strong understanding of accrual accounting using debits and credits
• Experience leading software implementations or complex customer projects
• High attention to detail with the ability to balance accuracy and speed
• Excellent written, verbal, and executive-level communication skills
• Comfort working cross-functionally with Product, Engineering, Customer Success, and Support teams
• Experience with CRM, implementation and/or project management tools
• Experience with ECP or assisted living / healthcare billing systems is a plus
• Ability to travel up to ~25% based on customer demand