Teams at ECI Software Solutions

Designs and manages scalable customer lifecycle programs across onboarding, adoption, education, health recovery, renewal, expansion, and win-back. Defines segmentation, triggers, decision trees, messaging, escalation paths, and success measures. Partners with Customer Success, Product, Marketing, and operations teams to launch and optimize programs. Uses experimentation, customer behavior, automation, AI, and performance measurement to improve customer experiences and business outcomes in a B2B SaaS environment.

Provide frontline technical support for ERP and other business applications through phone, email, chat, and self-service channels. Diagnose and resolve complex software, data, code, performance, integration, and environmental issues. Collaborate within a swarm support model, share knowledge, coordinate with cross-functional teams on defects and enhancements, maintain product expertise, and follow up with customers. Support may involve SQL, monitoring tools, cloud platforms, databases, networks, APIs, and Windows environments.

Onboard and support Global Edge ERP customers through implementation, go-live, training, and post-implementation support. Develop implementation plans, document workflows and requirements, coordinate internal teams and partners, monitor project progress, resolve issues, and provide business consulting. The role includes delivering online and on-site training, preparing customer materials, supporting process improvements, and ensuring implementations are completed on time and within budget.