Sr. Implementation Manager

PRIMARY REQUIREMENTS:

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

REPORTING MANAGER: VP of Professional Services

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 

OVERVIEW: 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 to:

About Eltropy
Eltropy’s Digital Conversations Platform provides financial institutions one platform to delight customers and members, and improve agent productivity – powered by AI. 

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.