Process Implementation Manager Jobs in Madison, WI

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities. 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 largest and fastest-growing software companies in the industry. We recently raised a growth round of equity to reinvest in our product, technology, and go-to-market. 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.

Billing is one of ECP's newest products, and customer needs and workflows vary significantly from one implementation to the next: what one customer needs from us on reconciliation or journal entry configuration, another doesn't. You'll continuously operate in ambiguity, delivering what each customer needs, then finding what generalizes and turning it into documentation and process the rest of the team can use.

You'll be the main point of contact for customer finance teams and the one turning implementation problems into specific product feedback. The processes you build now become how ECP runs future Billing implementations, and this role will be a key factor in Billing's success as a product.

You'll report to the VP of Growth and work closely with Product, Customer Success, Sales, and Leadership.

Implementation leadership. Lead Billing and Payments implementations end to end: gather customer requirements, advise on financial workflows, configure solutions, and serve as the financial operations subject matter expert through go-live, including journal entry configuration, reporting requirements, and reconciliation.

Accounting integrations. Lead end-to-end accounting integrations with customers: define data flows, configuration requirements, and downstream financial reporting impacts.

Risk and issue management. Proactively identify and resolve billing issues that could affect revenue accuracy, financial reporting, or customer trust. Escalate high-risk items with clear context, financial impact, and a recommended path forward.

Customer partnership. Drive adoption by making sure customers understand not just how to use Billing, but how it supports their financial and operational goals. Act as a trusted advisor to Finance, Accounting, and Operations stakeholders via Zoom, email, phone, and occasional on-site visits.

Pre-sales support. Occasionally serve as Billing subject matter expert on sales demos, and support customer discovery before and after close to confirm fit and surface any gaps that need to be closed for a successful implementation.

Product feedback loop. Partner with Product and Engineering to surface functionality gaps, edge cases, and scalability needs from real implementations, and propose solutions rather than just flagging problems.

Process and documentation. Analyze implementation outcomes to find patterns, improve repeatability, and refine best practices over time. Keep implementation documentation, customer records, and project status current in CRM and project management tools, to the point that another team member could follow your process without you in the room.

Requirements

• 3+ years of combined experience across accounting, finance, billing, accounts receivable, financial operations, software implementation, customer success, or related functions.
• Experience working directly with customers implementing or supporting complex billing, payments, ERP, or financial operations software.
• Ability to analyze accounting and billing data, identify discrepancies, and independently troubleshoot issues across workflows, configurations, and financial reports.
• Demonstrated understanding of debits, credits, journal entries, and financial reconciliation.
• Strong project management skills: scope, timelines, risk, cross-functional dependencies.
• Strong grasp of billing and accounting concepts: invoicing, credits, payments, AR aging, adjustments, reconciliations.
• Demonstrated ability to work effectively where processes and requirements aren't always fully defined yet.
• Comfortable working cross-functionally with Product, Engineering, Customer Success, Support, and Operations.
• Ability to travel up to 10% based on customer and business needs.
• Bachelor's degree or equivalent experience.

Preferred

• Experience with ERP or accounting systems (e.g., QuickBooks, Sage Intacct, NetSuite, or similar).
• Experience in senior living, healthcare, fintech, ERP, or revenue cycle management.