Senior Manager, Billing & Payments

ECP Billing & Payments Customer Adoption LeaderECP 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 & Payments are among 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 lead through that ambiguity, building the team, methodology, and standards that turn each implementation into something the next one can learn from.You'll lead ECP's Billing & Payments customer adoption, owning how new customers go live and adopt the products, and making sure what we learn feeds back into the roadmap. You'll manage the Billing Consultants who serve as subject matter experts supporting implementations. You'll also stay close to our most complex customers and continue to refine implementations to support a scalable, repeatable operating model.You'll report to the VP of Billing, Payments & Data and work closely with Product, Engineering, Customer Success, Sales, and Leadership. This role will be key to Billing & Payments' success as products.Team leadership. Hire, onboard, coach, and develop a team of Billing Consultants, starting with one today, with room to grow. Set clear expectations, manage performance, and build a team culture grounded in financial rigor and customer partnership.Implementation leadership. Partner with the wider Implementation team to support enterprise implementations from kickoff to go-live: methodology, staffing and capacity planning, quality standards, and outcomes across the full portfolio. Lead or support our most complex and strategic implementations, serving as a financial operations expert on journal entry configuration, reporting requirements, and reconciliation.Payments. Own the operational strategy behind ECP's payment processing product. Partner with our Product and Engineering teams and our payment processing partner to shape the payments roadmap.Accounting integrations. Oversee end-to-end accounting integrations: data flows, configuration requirements, and downstream financial reporting impacts. Set standards the team follows and step in on the most complex integrations.Customer adoption and partnership. Make sure customers understand not just how to use Billing & Payments, but how the products support their financial and operational goals. Act as a trusted advisor and escalation point for Finance, Accounting, and Operations leaders via Zoom, email, phone, and occasional on-site visits.Risk and escalation management. Own escalations and incident resolution for billing issues that could affect revenue accuracy, financial reporting, or customer trust. Communicate clearly with customer and internal leadership, with context, financial impact, and a recommended path forward.Metrics and reporting. Define and track the metrics that show how Billing & Payments are performing, such as time to go-live, implementation backlog, adoption, post-go-live ticket volume, escalations, and customer satisfaction. Report on them to leadership and use them to drive improvement.Pre-sales and scoping. Partner with Sales on discovery, scoping, implementation packaging, and fit criteria. Serve as the Billing & Payments subject matter expert on key demos, and make sure gaps are surfaced before close.Product feedback loop. Partner with Product and Engineering to turn real implementation experience into prioritized requirements and business cases. Bring solutions and tradeoffs to the table to help shape the roadmap.Process and documentation. Own the playbooks, templates, and tooling that define how ECP runs Billing & Payments implementations. Analyze outcomes across the portfolio to find patterns and refine best practices, and make sure documentation, customer records, and project status in CRM and project management tools are current enough that the process runs without any one person.