Sr. Implementation Manager

Job Description

Salary:

Onboarding new Eltropy customers quickly and smoothly is key to ensuring a world-class SaaS customer experience and minimizing time-to-value. Similarly, automating financial conversations with consumers using AI and integrating with core banking, online banking, marketing automation, collections, and loan origination systems provides critical strategic advantages to Eltropy and immense value to our financial-institution customers. The Senior Implementation Manager utilizes strong project management, technical problem solving, negotiation and customer experience skills and reports directly into the VP of Professional Services.

Role and Responsibilities:

Project-manage some of our most complex customer implementations

Lead multiple concurrent customer implementations of:

Eltropy’s platform

Integrations with other financial systems

Accelerate implementations by developing and using automation, documentation, and recorded trainings

Troubleshoot implementation issues in concert with technical experts and drive fixes needed for go-live

Educate customers and colleagues on financial service use-cases

Learn all use cases applicable to each assigned customer

Learn all released Eltropy communication, AI and integration products to a level at which you can demo them and train customers to implement and use them

Learn fundamentals of Community Financial Services - lending, savings, member/consumer growth, compliance, security, technology vendors, share of wallet, etc.

Train customers at scale

Record e-webinars to train customers how to implement all of Eltropy’s AI product

Customize training content and deliver it for specific customers when needed

Improve the product

Drive onboarding customers’ product-, technology- and service needs internally within Eltropy.

During implementation, advocate internally on behalf of the customer to ensure that the user experience of customers’ employees (Users) and consumers (Contacts) is simple, effective, intuitive, user-friendly and flawless

Ensure information security

Adhere strictly to Eltropy’s policies and procedures related to security, confidentiality, availability and privacy

Attend all trainings and awareness sessions related to security

Report security events and incidents promptly through available channels of Eltropy

Adhere to approval and authorization processes while handling, accessing, sharing, storing or processing Eltropy’s confidential information or data or personal data or customer information

Responsibly and accountably handle sensitive information, protect access credentials, and manage data and information

About you:

5+ years experience leading customers through SaaS implementation projects

Examples of successful enterprise SaaS go-lives, referenceable customers, and accelerated Time to Value

Expertise in SaaS applications, integrations (APIs, webhooks, SFTP, telephony SIP), and networking (VPN, DNS)

Highly desired - Conversational AI (Voice and Chat), Financial Services SaaS and IT implementation experience

About Eltropy

Eltropy is a rocket ship FinTech on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.

Eltropy Values:

Customers are our North Star

No Fear - Tell the truth

We are a winning Team of Owners

Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.